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

loanDepot deployed Moveworks' AI assistant in Microsoft Teams to automate IT approvals, resolving 2,000 issues monthly and cutting turnaround from days to under 5 minutes.

Impact

<5 minutes

IT approval turnaround

2,000

Issues resolved automatically per month

1,000+

Employee questions answered in first month

90%

Employee satisfaction during onboarding

<100 days

Time to go live

Challenge

IT approval requests frequently took hours or days, creating bottlenecks that blocked employee productivity across a distributed workforce.

Solution

Deployed Moveworks AI assistant in Microsoft Teams to automate approvals, account unlocks, and software provisioning through natural language.

Tools & Technologies

Moveworks Workflow Automation

Microsoft Teams Productivity & Collaboration

ServiceNow Customer Service & IT

What Leaders Say

“At loanDepot, we're laser-focused on the future. The only way forward is to build an amazing employee experience, where all our people get the support they need. Moveworks' AI is critical to our strategy.”
Donald Small, Director of IT Service Management

Get the full story.

Full Story

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%.

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