Triggers to Intelligence: How NEO implemented AI to serve their customers better

NEO Home Loans partnered with Aidium to redefine borrower engagement. By harnessing insights from Aidium Intelligence, they unlocked smarter lead prioritization, scaled personalized service, and achieved industry-leading growth—proving that innovation and trusted guidance go hand in hand.

The challenge and vision

NEO's founders, Danny Horanyi and Ryan Grant, built their business on a fundamental principle: every homeowner deserves expert guidance to make the best financial decisions for their future. "Our mission has always been to be more than just lenders – we want to be trusted advisors who help our clients build long-term financial freedom," explains Danny Horanyi.

The challenge wasn't in their philosophy but in the execution at scale. With thousands of past customers and new leads requiring attention, even top-performing loan officers struggled to maintain the level of personalized service that defines NEO's approach.

The Aidium Intelligence solution

In November 2024, NEO implemented Aidium Intelligence to transform how they deliver on their trusted advisor promise. "AI isn't just about efficiency – it's about ensuring we're there for our clients at the exact moment they need guidance," says NEO Co-Creator Danny Horanyi.  

"Aidium Intelligence helps us identify life events and financial indicators that signal when our clients need our expertise most."

Aidium Intelligence uses Propensity Modeling, along with 5,000 consumer data points, to predict the likelihood of someone to transact. The system immediately identified:

1.79% of contacts with over 40% purchase propensity

10.27% contacts with over 30% purchase propensity

0.2% strong refinance candidates with 20% propensity

2.01% potential refinance opportunities with 15% propensity

Time-saving and enhanced client service

Strategic Lead Prioritization: "Aidium Intelligence guides our loan officers on exactly which leads deserve immediate attention, eliminating the guesswork that previously consumed valuable time," explains Ryan Grant

Proactive Database Engagement: "Being a trusted advisor means being there when our clients need us most. Aidium Intelligence alerts us to life events and financial indicators that signal when our past clients could benefit from our expertise - often months before they might reach out to us," notes Horanyi.

Enhanced lead conversion & improved recapture

Despite NEO's already strong conversion rates—built on their roster of nationwide top producers—loan officers using Aidium Intelligence saw 5-10% improvements in lead conversions for high-propensity leads. "Even for our top producers, knowing which leads to prioritize made a meaningful difference in conversion rates," explains Ryan Grant. NEO's established annual financial review program, where loan officers conduct yearly checkins with past clients, gained new precision with AI insights. The system identified numerous high-propensity opportunities that would have been missed under the traditional review schedule - in many cases, identifying potential transactions 6+ months before scheduled reviews.

Early results project a 7-9% increase in recapture rates, representing tens of millions in additional annual revenue. "This product will likely have the highest ROI of anything we've ever used," notes Danny Horanyi. "We've tried everything on the market, and nothing else comes close to these early results."

How it works and key differentiators

Aidium Intelligence leverages advanced AI to analyze over 5,000 consumer behavior datapoints per contact, including property characteristics, household dynamics, financial indicators, and mobility patterns.

Key features include:

Create sophisticated custom automations that match their unique business strategies

Sophisticated   readiness-to-transact scoring

Strategic distribution of high-priority opportunities daily per loan officer

AI-driven persona   mapping for targeted engagement

The system creates custom models calibrated to NEO's specific business, providing daily updated readiness-to-transact scores. For example, the platform identified a high purchase propensity client six months before their scheduled annual review by detecting decreased mobility scores, household changes, and financial patterns—long before traditional triggers would have surfaced the opportunity.

Conclusion

"NEO's implementation of Aidium Intelligence demonstrates how AI enhances rather than replaces the trusted advisor relationship. By enabling loan officers to engage prospects earlier and more strategically, NEO has strengthened its position as an industry leader while driving significant business growth.

Their success shows how AI Propensity Modeling helps mortgage leaders scale personalized service and strengthen customer relationships in a competitive market."