Mutual of Omaha Mortgage deployed voice AI agents in February 2025. The agents handle the first 30 seconds of customer calls. They gather information and pass the call to a loan officer. This shifts loan officers from outbound dialing to answering inbound calls. The company evaluated dozens of vendors before choosing. It built its own agent to test vendor products. Heavy regulation required strict guardrails to prevent policy violations. Loan officers initially resisted the idea of AI replacing their role. The company clarified the AI only starts conversations. Some borrowers hang up immediately upon hearing an AI voice. Mutual of Omaha measures call sentiment to gauge success. The goal is to keep loan officers on the phone with borrowers.