Pennymac adopts AWS generative AI for voice assistant

Pennymac Financial Services expanded its agreement with Amazon Web Services on June 16, 2026 to include AWS’s generative AI tools. The lender built a natural language voice assistant using Amazon’s Nova Sonic foundation model and announced plans to migrate Plaisse, its mortgage servicing platform, to the AWS cloud.

Amazon describes Nova Sonic as a foundation model that combines speech understanding and generation to enable conversational voice interactions. Pennymac’s assistant can hold real-time phone conversations, prompt borrowers about loan opportunities, send links to online applications and schedule priority callbacks around the clock. The lender says human loan officers will retain final authority over lending decisions.

Pennymac said the Plaisse cloud migration is part of a wider platform modernisation intended to replace fragmented legacy processes with a more integrated servicing environment. The company said the combination of speech-enabled GenAI and a cloud back end is expected to speed application handling and borrower communications.

In Europe, ING moved an AI agent from pilot to live operations after a March trial. The bank’s agent automates document gathering and checking, transfers cases between systems, analyses applications to explain possible outcomes and suggests next steps, with human staff making final assessments.

Research and corporate announcements point to labour and investment effects. A survey by Zopa and Juniper Research estimated generative AI could save 187 million labour hours and displace about 27,000 jobs by 2030. Commerzbank plans to cut roughly 3,000 roles while committing €600 million to AI over four years and forecasting €500 million of additional annual value from 2030. A Lloyds Banking Group survey found 59% of firms reported AI-driven productivity gains in the past year, up from 32% the year before.

Jim Follette, Pennymac’s chief digital officer, described the work as a long-term strategy to deliver ‘a superior, seamless journey for our borrowers.’