Lendi Group is transitioning to an AI-native operating model by embedding agentic AI across its architecture, products, and customer experience.
Created through the 2021 merger of online platform Lendi and retail mortgage broker Aussie, Lendi is one of Australia’s largest fintech property lending groups. Through its combined retail and digital channels, the platform serves tens of thousands of Australian home buyers and property owners each year.
It’s message for customers centres on changing the way people experience property lending. The group aims to take a traditionally painful, opaque, and paperwork-heavy process and transform it into a seamless, transparent, and empowering journey. The company focuses on eliminating jargon, hidden steps, and stress. Features like free property reports, credit checks without score impacts, and streamlined document processing aim to give customers confidence at every stage.
Lendi has recently secured Canstar’s top spot as the winner for Most Recommended Mortgage Broker at the 2026 Finder Mortgage Broker Customer Satisfaction Awards.
Building a trusted journey with AI
Buying a home is a high-stakes, trust-driven decision for buyers. Yet traditional home lending remains fragmented, with information frequently lost as applicants move between brokers, lenders, and third parties. To bridge these gaps, Lendi Group updated its digital architecture to turn every customer interaction, from clicks to messages, into real-time data that guides the next step in the lending journey.
“The customer does not experience your organisation chart or your systems architecture. They experience the gaps between them. A traditional organisation uses software to record activity after it happens. As an AI-native organisation, we use data, signals and agents to understand what is happening now and what should happen next,” said Devesh Maheshwari, Chief Technology Officer at Lendi Group.
Operating in the heavily regulated financial services sector, Lendi must strictly adhere to compliance frameworks set by authorities like ASIC and APRA. To satisfy these requirements, the company needs to enforce rigorous policies governing transparency, consumer privacy, data security, and financial accuracy.
Because inaccurate credit guidance carries regulatory penalties and severe consumer risk, Lendi has zero tolerance for AI hallucinations.
Simplifying the application process
For Aussie and Lendi customers, the process focuses on building borrowing confidence by providing visibility into application progress and ensuring personal financial circumstances are accurately captured.
Lendi Group partnered with Twilio to integrate its communications infrastructure into its home lending platform, powering two custom-built AI agents, Guardian and Linda, across Voice, SMS, and email:
- Real-time signal processing: Twilio’s messaging and voice channels capture immediate customer interactions, such as replies, clicks, and queries, and feed them directly into Lendi Group’s AI architecture as real-time signals.
- Inbound application workflow (Guardian): When a customer responds via text or voice, the integration enables Guardian to ask initial qualifying questions and instantly surface live product options, replacing the need for multiple follow-up calls.
- Outbound follow-up & re-engagement (Linda): Twilio’s omni-channel capability allows Linda to identify missing information and follow up using the customer’s preferred channel, successfully re-engaging high-intent applicants who had stalled in the process.
Seamless journeys, better engagement
Over a six-month deployment period, transitioning to an agentic AI architecture delivered compounding operational benefits that directly transform team productivity, processing speed, and bottom-line efficiency:
- A 2.5x increase in customers progressing from fact-find to loan lodgement compared to the previous app-based journey.
- Around 20% of customers now complete fact-finding and receive product options, compared with less than 3% through the previous non-agentic, human-led funnel.
- Around 90% of customers who engage with Guardian, the lead AI agent, actively continue the conversation.
Up to 16% of previously disengaged, high-intent customers are successfully brought back into the process through personalised AI outreach. For Aussie and Lendi customers, the focus shifts from simple convenience to actively building confidence. Borrowers need certainty that they are making the right choice, clear visibility of their application’s progress, and assurance that their specific financial circumstances are fully understood.
“Lendi Group demonstrates what is possible when communications are treated as a foundation for intelligence rather than disconnected tools. Unifying voice and messaging with AI preserves critical customer context and enables both AI agents and brokers to work from a shared understanding,” said Robert Woolfrey, Vice President, Asia Pacific & Japan, Twilio. “Borrowers navigate their journey without repeating themselves, while brokers gain better visibility into what customers need. We expect this signal-driven approach to define customer engagement across Australia’s highly regulated financial services market.”