How loanDepot Cut IT Approval Times from Days to Under 5 Minutes with AI

loanDepot, one of the largest non-bank mortgage lenders in the United States, struggled with IT support bottlenecks as employees waited hours or days for approvals, account unlocks, and software provisioning. The remote work shift in 2020 pushed daily phone support to thousands of calls, with wait times exceeding an hour.

With just 30 Level 1 support agents, the IT team was stretched thin handling routine requests while trying to focus on strategic initiatives. Every manual approval was a drag on productivity across the organization.

In February 2022, loanDepot deployed Moveworks' AI assistant — named Elle-Dee — directly inside Microsoft Teams. The system processes natural language requests in real time, automatically handling approvals, account unlocks, software provisioning, and distribution list updates without portal navigation or manual intervention.

Within the first month, the assistant answered over 1,000 employee questions and was live in under 100 days. Today it resolves 2,000 issues automatically each month, with approvals now completing in under 5 minutes. Employee satisfaction during onboarding reached 90%.