Q: What’s the biggest misconception you see in the mortgage industry’s adoption of automation?

Some may feel that automation is already “done” because their LOS includes built-in automation or they’ve implemented RPA and task workflows. And yes—those are meaningful steps in the right direction.

But when you look under the hood, many of these systems rely on brittle infrastructure: manual indexing, fragmented data, and rule-based logic that lacks real intelligence. These solutions often fall short of delivering the consistency, scale, and transparency modern lenders truly need.

That’s why at Indecomm, we see this not as a problem—but as an opportunity. With the right foundation in place—clean data, integrated systems, and purpose-built automation—lenders can move beyond surface-level fixes and unlock the full potential of next-generation AI. GenAI isn’t out of reach; it’s just waiting for the right runway.

Q: Agentic AI: What’s your take on the current hype?

Let’s just say if I had a dollar for every time someone relabeled a script or rules engine as “Agentic AI,” I could fund a space program. Before you sign up for a shiny new “agent,” ask: Does it have agency or just a trigger, or is it just simple rules-based execution?

The enthusiasm is exciting—but it’s important to separate promise from capability. True AI agents don’t just respond—they reason, plan, and act autonomously. Yet most solutions in the market today still operate at the earliest stages of automation, relying on scripts or rule-based logic dressed up in new language. That’s not a bad thing—it means we’re evolving. But before embracing the next “agent,” ask: Does it demonstrate real agency—or is it simply executing preset instructions? The future of agentic AI is bright—and with the right foundation, we’ll get there faster and smarter.

Q: There’s a lot of hype around AI and automation. What’s one common misconception?

“Using AI doesn’t always mean better outcomes.”
AI must be applied with context. If you don’t understand the operational reality behind the process, you’re just shifting work around—not solving it.

Q: How do you see the role of AI evolving in mortgage over the next few years?

I hope we move from buzzwords to business impact. AI shouldn’t be used just to impress a board deck. It should reduce exceptions, eliminate manual reviews, and create real operational leverage. To do that, mortgage leaders need to think holistically about the opportunity and its practical application, from the tech to the task. Layering AI on top of chaos is not a solution.

Q: Why now? What makes this the right time for lenders to address foundational automation?

Because the status quo isn’t sustainable. You’ve got tightening margins, shrinking volumes, housing market weirdness, and economic uncertainty. And yet, we’re still manually handling documents like it’s 2005. That’s my primary focus at Indecomm right now. Strengthening our IDXGenius | ai solution so lenders can finally adopt a mature solution that’s been tested internally at scale for over a decade.

Q: You’ve mentioned that some lenders are starting to reap the benefits of automation investments. What separates those who win from those who lag?

Timing and discipline. The smartest lenders didn’t wait for volumes to return—they used the downturn to build. Now that the market’s picking up, their systems are ready to scale. The lesson? Automate before you need to when possible. Otherwise, you’re playing catch-up. While that is achievable and sometimes a little pressure cooker can push a project forward, having the time and discipline to prioritize challenges is probably ideal.

Q: You’re vocal about real AI versus hype. What does pragmatic AI look like in action?

Simply put, it is delivering something useful—like automatically reviewing title and appraisal documents using data extracted later in the process. Pragmatic AI lives in process, not in pitch.