AI is changing everything in mortgage—from document classification and data extraction to valuation, servicing workflows, and borrower communication. At the same time, the industry still runs on people: analysts, processors, and servicing teams who manage exceptions, complex edge cases, and borrower relationships. On the surface, AI looks like a direct threat to Business Process Outsourcing (BPO) firms. In reality, when paired thoughtfully, AI and BPO can create a 1 + 1 = 3 effect: higher quality, lower cost, and more scalability than either can deliver alone. 

In this Five Star Institute discussion, Global Strategic and Rocktop explore the history of mortgage outsourcing, the rise of “human in the loop” AI, what’s myth vs. reality in today’s AI capabilities, and how lenders, servicers, and investors should design their operating models for the next decade.