A recent national poll conducted by Lower reveals that almost half of American consumers are willing to trust artificial intelligence with the most consequential step in the home‑buying process: approving or denying a mortgage application. Of the 1,000 respondents surveyed on September 9, 2026, 49.2% said they felt comfortable with AI making that decision.
Broad Comfort with AI Across the Mortgage Journey
The survey also measured comfort levels for other mortgage‑related tasks. Majorities expressed confidence in AI recommending how much to borrow (67.3%), determining qualification (64.7%), and even reviewing financial documents (54.3%). More than seven in ten respondents were comfortable with AI suggesting a mortgage type.
Human Oversight Remains Essential
Despite the willingness to let AI handle many steps, consumers still draw a clear line at final authority. When asked what role AI should play overall, 38% said AI can make recommendations but a human should make the final decision. An additional 18.8% were comfortable with AI making some decisions independently as long as major choices receive human review. Only 5.2% favored AI making most decisions on its own, and just 4.3% would let AI run the entire process without any human involvement.
Experience Drives Trust
Comfort with AI approving or denying a mortgage varies sharply by prior exposure. Among respondents who had already used AI for a mortgage or loan question, 72.1% were comfortable with AI making the approval decision, compared with just 41.1% of those who had not used AI for that purpose. Current mortgage holders also showed higher comfort (58.4%) than consumers who have never had a mortgage and do not plan to obtain one (33%).
When Problems Arise, People Want a Person
When faced with an unexpected issue that could delay closing, 54.4% of respondents said they would turn to a human loan officer first, while 28.4% preferred a combination of a loan officer and AI. Only 7% would rely solely on an AI‑powered mortgage assistant. Overall, 82.8% selected an option that includes a human loan officer when a problem threatens closing.
Key Factors for Greater Comfort
The survey asked what would make consumers more at ease with AI during the mortgage process. The top response (49.1%) was having access to a human whenever they want one. A further 38.1% said they would feel more comfortable if a human loan officer reviewed important AI recommendations or decisions.
Industry Perspective
Gino Fronti, vice president of product for LOAI at Lower, explained that the trend reflects a desire for efficiency without sacrificing the personal relationship that many homebuyers value. “People like to start the mortgage process online, from getting their questions answered to getting pre‑approved. But at some point they want an advisor. This is the largest investment of most people’s lives. Many don’t want to make that decision entirely inside a browser window,” Fronti said.
Implications for Loan Officers and Homebuyers
For loan officers, the findings suggest AI can take over routine tasks—such as document review and preliminary qualification—freeing them to focus on advisory work that requires judgment and personal interaction. For buyers, AI promises faster access to information and quicker estimates, while still preserving the option to consult a trusted human professional when needed.
Overall, the Lower poll indicates a growing openness to AI in mortgage lending, but it also underscores that most Americans still view human expertise as essential, especially when high‑stakes decisions or unexpected hurdles arise.
Original reporting: El Paso News (HLL/CB) — read the source article.
