loanDepot turned to agentic AI to deliver fast, consistent IT service — building the foundation for its workplace of the future.
Customer Story
Are 5-minute IT approvals the future? loanDepot says yes
<5mins
for IT requests to be approved
Company overview
Founded in 2010, loanDepot is one of the largest mortgage lenders in the U.S. With a customer-first mindset, the company has helped more than 250,000 Americans achieve their dreams of homeownership.
Challenge
Responding to IT requests often took hours — sometimes days — leaving employees unable to access systems and overwhelming a small Level 1 support team. loanDepot needed a faster, more resilient way to keep work moving.
Result
With agentic AI routing approvals directly in Teams, employees now get software access, account unlocks, and distribution list updates in minutes instead of days. Lower ticket volume frees IT to focus on higher-impact, more strategic work.
Problem: Approvals often took days — leaving employees waiting
At loanDepot, mounting service desk demand made it increasingly difficult to support a fast-moving workforce. Routine technical support tickets often took hours or even days to resolve, blocking employees. The transition to remote work in 2020 intensified the challenge: phone support spiked to thousands of calls a day, with wait times stretching past an hour. As ticket volume climbed, IT teams found themselves trapped in firefighting mode rather than focusing on strategic initiatives that could improve long-term efficiency.
As a company built on delivering a seamless lending experience, loanDepot wanted to extend that same standard internally. But with 30 L1 agents managing a nationwide workforce, the manual workload strained capacity. Employees needed immediate access to systems, up-to-date information, and clear guidance, especially during onboarding. Delays in approvals or account provisioning directly impacted productivity.
Donald Small, Director of IT Service Management, knew the team needed a modern way to scale support, speed up decisions, and build what he called the “workplace of the future.”
Solution: loanDepot launched an agentic AI Assistant to transform IT support
In February 2022, loanDepot introduced Elle-Dee, its Moveworks AI Assistant. Powered by Moveworks’ agentic AI platform, the Assistant began resolving issues almost immediately — answering over 1,000 employee questions in its first month while unlocking accounts, provisioning software, and managing approvals. From day one, the Assistant reduced friction across core IT workflows, helping employees regain access to critical systems without waiting in ticket queues.
Because the Assistant can interpret natural language, employees can describe issues directly in Microsoft Teams and get help right away. They no longer need to navigate portals or find the right form. Unlike conventional chatbot toolkits that take years to mature, the AI Assistant was live and delivering value in under 100 days — handling hundreds of use cases from day one.
It also supported the organization’s shift to hybrid work, resolving IT issues instantly and freeing service desk agents to focus on high-impact initiatives. Targeted employee communications further strengthened adoption, with more than half of employees engaging through Moveworks — and new hires reporting a smoother onboarding experience.
Result: loanDepot’s approvals process now takes less than 5 minutes
With agentic AI orchestrating IT approvals end to end, employees receive access to the tools they need in minutes instead of days. Managers can approve or deny access requests directly in Teams using natural language, reducing long-standing bottlenecks and improving response times across the organization.
The AI Assistant’s impact extends far beyond approvals, accelerating onboarding, improving communication, and eliminating the need for high-volume phone support.
Measurable impact includes:
<5
minute approvals routed directly through Teams
2K
issues resolved automatically each month
1K
employee questions answered in the first month alone
90%
of employees said the AI Assistant was helpful during their first week
Looking forward
loanDepot views AI as central to building a resilient, high-performing employee experience. With the AI Assistant already transforming daily workflows, the IT team plans to continue leveraging AI to support its mission and evolve alongside the business.