Understanding the Role of AI in Engaging Older Customers

June 20, 2025 - 21:26

In a recent discussion, Longbridge COO Bill Packer emphasized the significant potential of artificial intelligence (AI) in the reverse mortgage industry, particularly in connecting with older customers. As the demographic landscape shifts, financial institutions are increasingly recognizing the importance of tailoring their services to meet the unique needs of senior clients.

Packer highlighted that AI can enhance customer experience by providing personalized solutions and streamlining the application process. Through data analysis, AI can help identify the specific preferences and financial situations of older customers, enabling companies to offer customized advice and products. This targeted approach not only improves customer satisfaction but also fosters trust and loyalty.

However, Packer also pointed out the limitations of AI technology. While it can process vast amounts of data and automate certain tasks, it lacks the human touch that many older customers value in financial services. Balancing technology with personal interaction remains crucial for effectively engaging this demographic. The future of reverse mortgages may well depend on how well companies can integrate AI while maintaining meaningful relationships with their clients.