Aaron Traub 
Key Takeaways
- Powered by agentic AI, Penny is available 24/7 to provide additional support through the application process.
- She’s trained to answer most common and even personalized questions for homeowners, helping them move forward quickly and confidently.
- AI is a powerful tool, and we’re using it strategically and responsibly to meet homeowners on whichever channel they prefer—to add, not replace.
Notice a new feature on our website and dashboard? Meet Penny. She pops up as a purple messaging icon and, with a click, provides homeowners with clear answers to their questions right at their fingertips.
It’s the latest way we’re leveraging technology solutions to make our application process more efficient and transparent for homeowners, helping them to move forward with confidence.
What is Penny?
Penny is more than your average chatbot: She harnesses the power of agentic AI to provide direct, around-the-clock answers to both common and personalized questions. Everything from addressing how a home equity agreement works, to where to find certain documents, and eligibility requirements for a homeowner’s specific situation. AI advancements move quickly, but we’re building a foundation that’s unique to Unlock— you won’t find her anywhere else.
How Can She Help?
Custom built by my team, Penny’s designed to understand and explain most all home equity agreement (HEA) features, document requirements and steps in the process, spending as much time as homeowners need or want to reach a resolution. And for issues that require deeper support, she can seamlessly pass the conversation and necessary background off to a home equity officer (HEO).
Every interaction is rooted in empathy, a commitment to compliance and alignment with Unlock’s brand and values, because we trained her to be part of the team. She won’t overcomplicate it. Penny uses plain language, not finance jargon, and will always break down topics in the simplest terms.
AI is a powerful tool, and we’re using technology strategically and responsibly to meet homeowners on whichever channel they prefer. It’s part of our broader investment in homeowner education and our effort to increase efficiency by supplementing human interaction, not replacing it. We’ve even grown our team as we’ve welcomed Penny, hiring a full-time position to manage her ongoing training and learning. Rest assured, whenever a homeowner prefers to pick up the phone or email their HEO directly, that option is as available as ever.
Making an Impact
We’re closely monitoring and improving how Penny can best support our homeowners, and she’s delivering clear benefits, including redirecting off-topic requests, that could result in helping save homeowners’ time.
Our investment in technology will continue to be centered in transparency, compliance, and the homeowner experience, but we want to hear from you. So, give Penny a try! Whether you’re just starting to explore home equity agreements, or are already cruising through your application, Penny and the entire Unlock team are ready to help you.
