Lendi Group Builds AI-Native Home Lending Experience on Twilio

Integration of conversational AI agents drives a 2.5x increase in application conversions and re-engages disengaged high-intent buyers

SYDNEY, 7 SEPTEMBER, 2026 - Lendi Group, the technology-led group behind some of Australia’s most trusted home lending brands, including Lendi and Aussie, today announced it is working with Twilio (NYSE: TWLO), the infrastructure for customer engagement in the AI era, to transform Australia's home lending experience. The result is a smoother, quicker process for customers and a 2.5x increase in customers moving from initial enquiry to loan lodgement.

Twilio’s programmable communications layer is integrated with Lendi Group’s AI-native operating environment, connecting voice, SMS and email interactions into Lendi Group’s shared customer context and agentic platform. This enables AI agents and brokers to act on the same customer signals and helps create a more continuous experience throughout the home lending journey. As a result, processes that historically took weeks can now be completed in under an hour, allowing customers to complete much of their application in a single sitting.

Closing the gaps that cost lenders trust

Buying a home is one of life’s most significant financial and highest-trust decisions. However, traditional home lending journeys are notoriously fragmented, with context frequently lost as customers move between brokers, lenders, and other parties. Lendi Group set out to eliminate these gaps by transforming every customer click, reply, and question into a real-time signal that informs the next step of their journey, ensuring a highly coordinated and trusted experience.

"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, Lendi Group.

Simplifying home loan applications

For Aussie and Lendi customers, this represents a shift from optimising for convenience to actively building confidence. In lending, customers need to feel they are making the right decision, that the process is moving, and that their situation is understood. 

To address these needs at scale, Lendi Group introduced Guardian and Linda, two custom-built AI agents integrated with Twilio across Voice, SMS, and email. Together, they convert signals behind every reply and question into continuous, trust-building conversations.

Aussie and Lendi have updated their app-based application journey so that the moment a customer replies by text or voice, Guardian, the lead intake agent, asks the qualifying questions a broker would once have worked through over several calls, and matches them to live product options in real time. 

Linda, the outbound agent, then follows up on anything missing and chooses the optimal channel and message while strictly honouring customer communication preferences. Linda has successfully re-engaged high-intent borrowers who had previously paused their application process.

Over a six month period, this has resulted in:

• 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.

Seamless Voice Continuity with Conversation Relay

Lendi Group is piloting Twilio Conversation Relay to power real-time voice interactions for AI-assisted customer conversations. Twilio Voice supports live voice connection at scale, and Conversation Relay enables speech recognition, text-to-speech and conversational interruption handling, while Lendi Group’s own Aurora and Vectorium platform provides the agent logic, customer context and integration into lending workflows. 

The pilot is helping Lendi explore how voice can enhance the  existing customer journey, using the same underlying agent context as its digital experiences.

“Conversation Relay is interesting because it helps us think beyond one-way communication. It creates an opportunity for more interactive engagement, where the customer can respond, the system can capture intent, and the broker can receive better context,” said Maheshwari.

"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."

To learn more about how Lendi Group is building an AI-native home lending experience with Twilio, read the full case study here.

About Lendi Group

Lendi Group is the AI-powered fintech helping Australians find, buy and own property through its trusted brands, Aussie and Lendi. Its integrated property ecosystem brings together property search, buyer advocacy, mortgage broking, conveyancing and home ownership tools in one connected experience. Lendi Group supports a national network of approximately 1,350 brokers and 215 retail stores, with team members across Australia and the Philippines.

Forward-Looking Statements

This press release contains forward-looking statements, including, but not limited to, statements regarding Twilio's expectations regarding our platform and solutions, including signal-driven customer engagement approaches in regulated markets.  You should not rely upon forward-looking statements as predictions of future events, the outcome of which are subject to known and unknown risks, uncertainties, and other factors that may cause our actual results, performance, or achievements to differ materially from those described in the forward-looking statements, including those more fully described in our most recent filings with the Securities and Exchange Commission.  Forward-looking statements represent our beliefs and assumptions only as of the date such statements are made and we undertake no obligation to update any forward-looking statements, except as required by law.