Nivo Launches AI Agents for Lenders and Brokers to Help Deliver Packaged Cases Right First Time

WHY THIS MATTERS
Loan origination remains one of the most operationally inefficient areas in financial services. Despite years of digitisation, much of the process still relies on email, manual document handling, and repeated back-and-forth between lenders, brokers, and customers. The result is low right-first-time rates, high operational costs, and slow decision-making.

Nivo’s move toward AI agents targets this exact bottleneck. Instead of applying AI to isolated tasks, the focus here is on end-to-end workflow automation. These agents operate continuously, gathering documents, validating inputs, chasing missing information, and organising application data into a complete case file.

This shift is important because lending workflows are largely unstructured. Emails, PDFs, ID documents, and fragmented communication make traditional automation difficult. Generative AI is well suited to handling this complexity, turning messy inputs into structured outputs. If effective, this could significantly improve processing speed, reduce error rates, and free up human teams to focus on higher-value decision-making.

Nivo has launched a new market proposition featuring AI agents for lenders and brokers that work 24/7 over email to gather information and documents, check what comes back, chase missing items, and help teams get to a packaged case right first time. 

Nivo says the move reflects both the direction of AI technology and the repeated workflow problems it has seen across UK lending operations. 

Matthew Elliott, Co-founder and Chief Commercial Officer at Nivo, said: “We’ve always been focused on the same core issue: how hard it is to get everything needed for a loan. Email is still everywhere, documents still arrive in different formats, information is often incomplete, and experienced people are still spending huge amounts of time chasing, checking and fixing things. 

“That is why this is such a good fit for generative AI. Our platform already sees the real work of lending in natural language every day: messages, documents, ID checks, evidence, questions, clarifications and exceptions. Generative AI is strong at dealing with that kind of unstructured communication and turning it into organised workflows and outputs. So rather than using AI for one task at a time, we have focused on building AI agents that can work like a team member — 24/7, over email, instantly responsive and highly scalable.” 

In developing this new launch, Nivo has run discovery work with more than 50 lenders, brokers and prospects. In the discovery data Nivo has gathered, most respondents report right-first-time performance at 50% or worse, and the most common pain points are chasing clients for documents, checking documents are complete and accurate, going back when things are wrong or missing, KYC and ID verification, status back-and-forth, preparing application packs, and re-keying data into lender portals. 

Elliott added: “This means many lending teams are spending far too much of their time fixing admin problems instead of moving new cases forward. Against this backdrop, the shift from task based AI to more agentic, workflow driven AI could be transformative for lending.

Nivo’s story starts well before the current AI wave with services originally developed within Barclays before it became an independent company. The business has now been operating for more than five years and is trusted by over 100 lenders and brokers. Nivo’s established platform already handles secure communication, document exchange, identity checks and workflow automation at scale. This provides the foundation for Nivo’s next phase: AI agents that can work through real loan-origination jobs rather than just assist with one off tasks.

Elliott continued: “We’ve pivoted our sales message fully to AI, reorganised around it, and invested heavily in strengthening the platform with the support of lender and broker clients who have backed projects with us. The result is something we think is genuinely useful: AI agents for lenders and brokers that can gather information and documents, check what comes back, chase what is missing, and help deliver a packaged case right first time.” 

Nivo will publish a separate Market Insights release later, going deeper into what it has learned from its discovery work across lenders and brokers and where the biggest pain points sit in the loan origination journey.

FF NEWS TAKE
This is a clear example of where AI agents move from theory into practical application. The lending process is not broken because of a lack of systems, it is broken because of the friction between them. Nivo is targeting that friction directly.

The move from task-based AI to agent-based workflows is the real story. Instead of helping with one step, these agents act more like junior team members, handling entire parts of the process. That is where meaningful efficiency gains will come from.

There is also a strong commercial angle. With right-first-time rates sitting at 50 percent or lower, even modest improvements can have a significant impact on cost, speed, and customer experience. For lenders operating on tight margins, that matters.

The challenge will be trust and accuracy. In regulated environments like lending, errors are not just inconvenient, they carry compliance risk. The winners in this space will be those who can combine automation with strong auditability and control.

Overall, this points to a broader trend. AI in financial services is moving beyond chatbots and copilots into fully embedded operational roles. Lending is one of the first areas where that shift is becoming tangible.