Description:
Mortgage Advisor is an AI-powered virtual assistant within nCino Mortgage that provides borrowers with a 24/7 chat resource throughout the loan process. Using generative-AI technology informed by the borrower's loan information, Mortgage Advisor acts as an expert in all things mortgage — answering questions, providing guidance, and supporting borrowers during critical decision points. Mortgage Advisor is designed to abide by compliance and privacy rules and can respond in a variety of languages. It is limited to mortgage-related questions only.
Key Features:
- 24/7 Availability: Borrowers can access Mortgage Advisor at any time, including outside of traditional business hours, ensuring they always have a support resource available.
- Loan-Specific Guidance: Mortgage Advisor is informed by the borrower's loan information, allowing it to provide context-specific answers about loan status, tasks, and next steps.
- Multi-Language Support: Mortgage Advisor can communicate in a variety of languages, making it accessible to a broader range of borrowers.
- Compliance & Privacy: Prompt-engineering ensures that Mortgage Advisor adheres to compliance and privacy rules while interacting with borrowers.
- Loan Application Integration: Mortgage Advisor is integrated within the Loan Application experience, providing context and guidance per question as borrowers complete their application.
How It Works:
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The borrower accesses Mortgage Advisor through the borrower portal or within the loan application.
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Mortgage Advisor greets the borrower and is ready to answer mortgage-related questions.
- The borrower types a question — for example, "What is the status of my loan?" or "Do I still need to complete my loan application?"
- Mortgage Advisor responds with an informed answer based on the borrower's loan data and general mortgage knowledge.
- If the borrower needs personal assistance beyond what Mortgage Advisor can provide, a "Contact loan officer" option is available at the bottom of the chat window.
Loan Application Integration:
Mortgage Advisor is also available as a resource within the Loan Application experience. In addition to general assistance, it can provide context and guidance per question as borrowers work through their application. This integration is designed to improve the loan application experience by providing a helpful guide and advisor throughout one of the most difficult borrower steps.
Value for Lenders:
- Cost Reduction: Reduce the volume of manual, repetitive borrower inquiries that loan officers handle daily.
- Operational Efficiency: Reduce interruptions, streamline operations, and drive a smoother and more responsive mortgage process.
- Better LO Utilization: Free up loan officer time and efforts by reducing non-critical borrower interactions, allowing LOs to focus on higher-value tasks.
Value for Borrowers:
- A readily available, multi-lingual mortgage expert resource with 24/7 support.
- Ability to get answers about their specific loan, mortgage details, and general mortgage questions at any time.
- Increased confidence and comfort throughout the loan process, especially during critical decision points.
Self Service:
This feature can be controlled by Admins within nCino Mortgage. This can be found under the 'Company Settings' tab, under 'AI Chat Settings'. This page allows for Admins to enable/disable the feature, and customize the Chat display name, first message and chat suggestions.
Additional resources:
Published: 04/16/2026 Last Update: 04/16/2026