Freddie Mac
Ask Phil
A chatbot that helps mortgage professionals find answers fast — without picking up the phone.
Overview
Ask Phil is a chatbot designed to help Freddie Mac users easily navigate through the company's extensive landscape. The objective was to improve the user experience on the three main sites by providing quick and easy answers to niche problems typically addressed by account executives — such as checking error codes on loan origination tools and borrower eligibility situations.
The Objective
With Ask Phil, loan officers and underwriters can find answers to their questions without having to navigate through the site or pick up the phone — effectively reducing call volume to account executives and making their jobs easier.
Loan Officers
Get instant answers to eligibility questions without calling their AE.
Underwriters
Look up error codes on origination tools in seconds, in context.
Account Executives
Freed from repetitive niche queries — focus on higher-value work.
The Experience
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