New AD Mortgage survey finds AI will reshape mortgage workflows, while trust, communication and relationship-building remain essential for success.
AD Mortgage, a leading wholesale lender in the United States, today released findings from its latest industry survey, Human Skills in an AI World: What It Takes for Mortgage Professionals to Win in 2027, indicating that mortgage professionals anticipate that artificial intelligence is expected to transform workflows largely handled by computers currently, the ability to build relationships, trust, and communication remain the industry’s most important competitive advantages.
The survey of more than 300 mortgage professionals found that 82% expect AI and automation to be the biggest driver of industry change. At the same time, 82% identified relationship building and communication as the most important skill for success in 2027.
“While AI is transforming how mortgage professionals work, our findings show that it isn’t replacing what matters most,” said CEO of AD Mortgage Max Slyusarchuk. “Across nearly every question, respondents came back to the same answer: trust, relationships, and communication remain the foundation of long-term success. The future of mortgage lending will be powered by technology, but it will continue to be built on people.”
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Because AI adoption is already becoming part of daily mortgage workflows, respondents most commonly use AI for research (55.7%), marketing content (45.1%), and guideline interpretation (43.5%). Going forward, respondents expect AI to automate repetitive tasks such as CRM follow-ups (53.3%), data entry (44.7%) and document collection (40.0%).
However, professionals believe the most valuable borrower interactions will remain human-led. Building trust was identified as the area where human expertise is most essential (74.5%), followed by relationship management (69%) and negotiation (48.2%).
Study principal highlights include:
- 82% expect AI and automation to be the biggest driver of industry change
- 82% rank relationship building and communication as the most important skill for success in 2027
- 74.5% say building trust will remain an essential human-led area
- 69% identify relationship management as a key area for humans to maintain
- 60.4% are actively preparing for the future by capitalizing on new skills, such as AI
The study shows that successful mortgage professionals will combine tech adaptability with AI proficiency, allowing them the time necessary to develop relationship-driven skills that help borrowers understand the details of their mortgage options.
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