Pennymac Names AWS as Preferred Cloud Provider, Expanding Strategic Agreement to Deploy Enterprise-Grade AI and Commercialize its Servicing Platform

PennyMac Financial Services, Inc. (Pennymac), one of America’s leading U.S. mortgage lenders and servicers, is expanding its strategic agreement with Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company , to accelerate its transformation into an AI-driven mortgage technology leader. Building on years of successful collaboration, Pennymac is now leveraging AWS’ generative AI capabilities to upgrade the mortgage application and servicing processes. As part of this digital transformation, the company has developed conversational AI-powered virtual assistant capabilities, powered by Amazon Nova Sonic, to elevate the borrower experience. Additionally, the expanded agreement accelerates the cloud modernization of Plaisse, Pennymac’s mortgage servicing platform, across its operations.

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“Pennymac has spent 18 years building the operational scale and institutional knowledge to lead this industry — and now we’re translating that into technology that fundamentally changes how mortgages are made,” said Jim Follette, Chief Digital Officer at Pennymac. “Our AI-driven virtual assistant and the continued modernization of Plaisse are the next stage of a deliberate, long-term strategy to deliver a superior, seamless journey for our borrowers. We chose AWS as our preferred cloud provider because they have the infrastructure to match our ambition. The future of mortgage technology is being built here, by Pennymac.”

Pennymac’s digital modernization initiatives with AWS represent a comprehensive AI transformation strategy that moves past superficial integrations to transform the mortgage business. This corporate initiative is supported by substantial AWS engineering resources dedicated specifically to cloud-native, code-based optimization. The strategic alliance spans automated document processing, application upgrades, enhanced customer engagement, and data-driven decision-making capabilities.

With AWS, Pennymac is making it easier for borrowers to apply, understand their options, and get answers quickly by replacing fragmented legacy processes with an immediate, conversational borrowing experience. Architected around advanced speech-to-speech capabilities powered by Amazon Nova Sonic, Pennymac’s proprietary Natural Language Virtual Assistant (NLVA) delivers real-time voice interactions for phone contacts. Through Pennymac’s intentional workflow engineering, the NLVA optimizes customer outreach by instantly engaging with users to identify new loan opportunities, deliver online application links, and schedule priority callbacks. This Pennymac-designed voice assistant provides around-the-clock responsiveness to handle after-hours calls and scale operations seamlessly, while human loan officers retain ultimate decision-making authority.

In addition to client-facing conversational AI, the agreement targets accelerated modernization of Plaisse software infrastructure. This collaborative technology advancement ensures the platform is designed to support the continuous enhancement of its industry-leading infrastructure to support institutional growth, continuous operational expediency, and seamless industry-wide distribution.

“Buying a home is one of the most important financial decisions a person will ever make, and for too long the process has felt like it was designed to slow people down,” said Beth Fatusin, Director, Worldwide Financial Services, AWS. “Pennymac is changing that. By building their AI-powered virtual assistant on AWS, they’re giving borrowers a fast, clear, human-feeling experience at every step of the application. That’s what it looks like when a financial institution puts customers first — and it’s exactly the kind of transformation AWS was built to enable.”

For over 18 years, Pennymac has established itself as a leading and respected mortgage lender and servicer, helping more than 5.6 million homeowners achieve their aspirations of homeownership. The company holds top national rankings as the #1 correspondent aggregator, #3 overall lender, and #3 wholesale lender. Pennymac’s dedication to affordable lending and sustainable homeownership is one of the key drivers to its long-term growth and success. Pennymac’s digital modernization initiatives with AWS encompass a comprehensive AI transformation strategy spanning automated document processing, application updates, enhanced customer engagement, data-driven decision-making capabilities, and the creation of next-generation mortgage servicing technology.

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