Younger Mortgage Customers Prefer Face-To-Face Over AI

In-Person Support Trumps Automation for Younger Buyers

Despite the rapid adoption of artificial intelligence in financial services, a notable trend has emerged among younger mortgage customers who are opting for traditional, face-to-face interactions over digital solutions. Many of these clients feel greater trust and assurance when speaking with loan officers in person, preferring the personal touch and the ability to ask detailed questions. This marks a significant deviation from the narrative that younger generations are universally embracing automation and AI, especially for important financial decisions like home loans.

Personalized Experience Drives Choice

Experts suggest that the appeal of personalized advice, clear communication, and immediate feedback plays a critical role in this preference. While AI can deliver efficiency, it may lack the empathy required to guide borrowers through complex processes. Lenders are now recognizing this shift and are adapting by offering more hybrid services, ensuring that technology serves as a support tool rather than a replacement for human advisors in the mortgage experience.