Introduction
The mortgage industry stands at the precipice of a revolutionary transformation. While many brokers are still using AI as a basic email refinement tool, forward-thinking professionals are building entire digital workforces that operate around the clock. Shawn Kanungo, AI expert and keynote speaker from ABW's recent Ascend Mortgage Summit, joins host Dean Lawton to reveal how agentic AI is reshaping the very foundation of mortgage brokering.
In this deep-dive conversation, Shawn challenges the traditional notion of what it means to be a mortgage broker in 2025 and beyond. He warns that "if you aren't automating the grunt work, you are the grunt" – a stark reminder that the industry's transformation isn't coming; it's already here.
The Agentic AI Revolution: Beyond Basic Automation
"Agentic AI is software that can not only think like us, but it can actually get stuff done," Shawn explains. This isn't about simple task automation – it's about creating digital employees that can take action, make decisions, and execute complex workflows without constant human oversight.
The shift represents a fundamental change from traditional CRM systems that merely store data to intelligent systems that actively monitor, analyze, and act on information. Shawn demonstrates this evolution by describing how he built a functional CRM in TikTok format, showcasing how AI is personalizing software to fit individual broker needs rather than forcing brokers to adapt to rigid systems.
From System of Record to System of Action
Traditional CRMs have long served as passive repositories of client information. The agentic AI revolution transforms these into proactive systems that continuously monitor clients for life changes, job transitions, or upcoming mortgage renewals. Imagine an AI agent that automatically detects when a client changes jobs on LinkedIn and immediately triggers appropriate follow-up actions – this is the power of moving from record-keeping to intelligent action.
Building Your Mortgage Ninja: The Digital Loan Officer Assistant
When designing an autonomous loan officer assistant, Shawn emphasizes the importance of treating AI agents like human employees. "The way that I would treat it is just like I would treat a human being. What is the standard operating procedure that you would give to a regular human being that would be in a loan officer role?"
The key components for building an effective mortgage AI agent include:
- Detailed Context: Feed the AI your existing processes, documentation requirements, and decision trees
- Clear Workflows: Show the AI examples of successful transactions and outcomes
- Standard Operating Procedures: Document every step a human loan officer would take
- Continuous Monitoring: Regular review and refinement of AI decisions and actions
The Process Revolution
Shawn challenges brokers to think beyond optimizing existing processes. "When an AI agent can do things that humans could never do, it changes how we look at things." This requires brokers to reimagine their entire approach to mortgage processing, moving from human-limited thinking to exponential possibilities.
The Relationship Renaissance: Why Human Connection Matters More Than Ever
Paradoxically, as AI handles more technical tasks, the mortgage industry becomes increasingly human-centered. Shawn argues that successful brokers will differentiate themselves through deeper client relationships, specialized niche expertise, and emotional intelligence that no AI can replicate.
"Because of the complexity of the business, you're always going to have a human in the loop. It becomes more about that emotional piece. It becomes more about holding someone's hand through a difficult situation."
This shift creates enormous opportunities for brokers to build stronger referral partnerships. Instead of competing on rate sheets and lender knowledge – information now instantly accessible to anyone with AI tools – brokers can focus on providing genuine value through relationship building and strategic guidance.
The High-Agency Broker
Shawn introduces the concept of "high agency" as the new differentiator in an AI-powered world. A high-agency person is "an architect of their own outcomes" – someone who leverages all available tools and technologies to orchestrate superior results. Knowledge alone is no longer power; the ability to synthesize, apply, and execute using AI amplification is what separates successful brokers from the rest.
Exponential Thinking: The 5-Year Plan in 6 Months Challenge
One of Shawn's most provocative concepts is the mental exercise of compressing a 5-year business plan into 6 months. This isn't about working harder or faster – it's about fundamentally reimagining what's possible when you have 24/7 digital employees.
"You can't optimize your existing processes. You literally have to start from zero," Shawn explains. This exponential thinking pushes brokers beyond linear improvements to revolutionary changes in how they serve clients, build relationships, and scale their businesses.
Global Opportunities
With AI handling routine processing tasks, brokers can explore previously impossible opportunities: serving clients outside their geographic area, providing 24/7 support across time zones, or developing specialized expertise in niche markets. The technology removes traditional barriers and opens doors to exponential business growth.
The Fear Factor: Addressing Industry Anxieties
Many mortgage professionals worry that AI will eliminate their jobs. Shawn offers a different perspective: "If you're listening to this and you're questioning your value and your job, I will say that this is going to be the greatest opportunity for brokers."
The key insight is that mortgage transactions are inherently complex and emotional. Buying or selling a home represents one of life's most significant financial and emotional decisions. While AI can handle data processing and routine tasks, the human element of trust, guidance, and emotional support remains irreplaceable.
The Commodity Trap
The real risk isn't AI replacement – it's becoming commoditized by failing to evolve. Brokers who continue operating as "high-paid data entry clerks" will indeed face challenges. However, those who embrace AI to elevate their service delivery will find unprecedented opportunities for differentiation and growth.
Practical Implementation: Starting Your AI Journey
For brokers ready to begin their AI transformation, Shawn recommends starting with clear documentation of existing processes. You can't automate what you haven't systematized. The Canadian Perfect Loan Process mentioned in the episode exemplifies this principle – having standardized procedures that can be taught to AI agents.
Shawn also highlights emerging tools like OpenClaw, which allows brokers to experiment with 24/7 AI agents that provide updates on overnight activities and proactive client management. While he cautions about security considerations, the experience offers invaluable insights into operating with a truly digital workforce.
The Mindset Shift
The most crucial change isn't technological – it's psychological. Brokers must shift from asking "How can AI help with my current tasks?" to "What becomes possible when I have intelligent agents working around the clock?" This fundamental mindset change unlocks the true potential of agentic AI.
Key Takeaways
- Agentic AI goes beyond automation: It creates digital employees that think, decide, and execute without constant oversight
- Software is becoming personalized: Instead of adapting to rigid systems, AI allows brokers to create tools that fit their specific needs
- The industry becomes more human: As AI handles technical tasks, success depends increasingly on relationships, trust, and emotional intelligence
- Knowledge is no longer power: High agency – the ability to orchestrate tools and technologies for superior outcomes – is the new differentiator
- Exponential thinking is essential: Brokers must reimagine what's possible rather than simply optimizing existing processes
- Process documentation is crucial: You can't automate what you haven't systematized
- Fear should be replaced with excitement: AI represents the greatest opportunity for relationship-focused brokers to differentiate themselves
Why You Should Listen
This episode is essential for any mortgage professional who wants to understand where the industry is heading and how to position themselves for success.Shawn Kanungo provides actionable insights for building AI-powered workflows while maintaining the human elements that make mortgage brokering a relationship business.
Whether you're currently using basic AI tools or haven't started your AI journey yet, this conversation will expand your understanding of what's possible and provide a roadmap for implementation. The mortgage brokers who embrace these concepts today will be the industry leaders of tomorrow.
Stay Connected
Subscribe to The ABW Tuesday Mortgage Memo for weekly insights delivered straight to your inbox.
Interested in joining a network that helps you grow? Learn more about A Better Way Mortgage Group and discover how we can help you build a better brokerage.