{"id":60232,"date":"2025-06-18T03:05:05","date_gmt":"2025-06-18T01:05:05","guid":{"rendered":"https:\/\/housesmarketplace.com\/longbridges-bill-packer-on-crafting-ai-thats-inclusive-of-seniors\/"},"modified":"2025-06-18T03:05:05","modified_gmt":"2025-06-18T01:05:05","slug":"longbridges-bill-packer-on-crafting-ai-thats-inclusive-of-seniors","status":"publish","type":"post","link":"https:\/\/housesmarketplace.trio-tv.com\/ru\/longbridges-bill-packer-on-crafting-ai-thats-inclusive-of-seniors\/","title":{"rendered":"\u0411\u0438\u043b\u043b \u041f\u044d\u043a\u0435\u0440 \u0438\u0437 \u041b\u043e\u043d\u0433\u0431\u0440\u0438\u0434\u0436\u0430 \u043e \u0441\u043e\u0437\u0434\u0430\u043d\u0438\u0438 \u0418\u0418, \u0443\u0447\u0438\u0442\u044b\u0432\u0430\u044e\u0449\u0435\u0433\u043e \u0438\u043d\u0442\u0435\u0440\u0435\u0441\u044b \u043f\u043e\u0436\u0438\u043b\u044b\u0445 \u043b\u044e\u0434\u0435\u0439"},"content":{"rendered":"
\n

As more companies embrace the incorporation of artificial intelligence<\/a> (AI) into their business- and customer-facing operations, a concern has emerged among firms focused on delivering services to older people<\/p>\n

AI training typically occurs with younger staffers, who could then incorporate unconscious institutional biases that might leave seniors feeling alienated<\/a> from the technology.<\/p>\n

Representatives of Longbridge Financial<\/strong><\/a> have spoken to HousingWire<\/strong>\u2019s Reverse Mortgage Daily (RMD) in the past about the company\u2019s forays into the AI space. In 2023, chief operating officer Bill Packer sat down with RMD to discuss potential use cases<\/a> \u2014 including enhanced product education and streamlined loan manufacturing.<\/p>\n

Now, with more AI experience under the company\u2019s proverbial belt, Packer gave another interview to talk about the need for curation as Longbridge further develops its in-house tools.<\/p>\n

AI and ageism<\/h2>\n

Packer described the need for clarity on what the true dynamics are for senior-friendly AI usage. <\/p>\n

\u201cThere was a 2024 study that was titled, \u2018Is AI ageist?<\/a>,\u2019 and really what they were looking at is \u2026 comparing different large language models and saying, \u2018Compared to each other, which one gives more ageist-like answers?\u2019\u201d<\/p>\n

\"Bill
Bill Packer<\/figcaption><\/figure>\n

The authors of that study may have brought some of their own biases into the equation, which was conducted qualitatively, Packer said.<\/p>\n

\u201cI don\u2019t dispute at all that we need to be careful in how we approach this topic, and I think we\u2019ve been very thoughtful in this area,\u201d he explained. \u201cBut I would also say we have to unpack it a little bit because the headlines can be different than the underlying components.\u201d<\/p>\n

There may also be an idea out there that older potential users of AI, whether engaged with the reverse mortgage industry or not, may prioritize function over form. But Packer isn\u2019t so sure.<\/p>\n

\u201cI would like to live in an environment that\u2019s exciting and innovative, and I think most of our clients would like that, which also preserves a human being in the loop,\u201d he said. \u201cI think Longbridge excels at that, and we\u2019ve been very careful as we have developed our AI ecosystem.\u201d<\/p>\n

Careful hand in training<\/h2>\n

One way the company is careful is by not allowing its data to be used in the training of large, publicly available AI tools, he explained. Longbridge does not see such use as appropriate.<\/p>\n

\u201cAll of our data is always on shore, and we\u2019re explicit about which tools we do and don\u2019t use,\u201d Packer said. \u201cAnd we do a lot of internal testing. Bridget, which we just released last month in the broker and correspondent space, was in testing for well over a year and in development for 18 months.\u201d<\/p>\n

Packer has previously discussed the development of Longbridge\u2019s \u201cBridget\u201d AI tool<\/a>. In April, he reported that Bridget was being trained and had become \u201chighly knowledgeable about both the [Home Equity Conversion Mortgage (HECM<\/a>)] and our [proprietary] Platinum products, and is currently learning our servicing guidelines.\u201d<\/p>\n

But getting to that point took a lot of time, attention and caution, he said.<\/p>\n

\u201cWe wanted to ensure that what we\u2019re putting out in the marketplace is a tool that will really resonate with our customers,\u201d he explained. \u201cIf you look at our own employees, they\u2019re typically on the older end of the spectrum. We\u2019re making sure what we\u2019re making doesn\u2019t suffer from some of these issues.\u201d<\/p>\n

Digital natives<\/h2>\n

Packer also shared a personal anecdote. He\u2019s been using technology<\/a> tools for decades, including the first electronic spreadsheet program, VisiCalc, which was released for the Apple<\/strong> II computer in 1979. He\u2019s also been doing spreadsheets in Microsoft<\/strong><\/a> Excel for the better part of 30 years, saying he can do \u201cpivot tables in [his] sleep.\u201d<\/p>\n

But as we get older, information recall for these once regularly used skills might become harder to access.<\/p>\n

\u201cI knew that I knew how to do it, but I couldn\u2019t remember how to do it,\u201d he said. \u201cWhat I did is I went to Microsoft Copilot, and asked it how to do what I was trying to do. It didn\u2019t give me the entire answer, but it gave me enough of the steps that, all of a sudden, that brain cell re-fired and everything clicked again.\u201d<\/p>\n

Since he is not a \u201cdigital native\u201d compared to younger generations, he sees this as an example of a tool for those who may not be digital natives to compete with those who are.<\/p>\n

\u201cI think these tools give us wonderful capabilities to sort of level that playing field,\u201d he said.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

As more companies embrace the incorporation of artificial intelligence (AI) into their business- and customer-facing operations, a concern has emerged among firms focused on delivering services to older people AI training typically occurs with younger staffers, who could then incorporate unconscious institutional biases that might leave seniors feeling alienated from the technology. Representatives of Longbridge […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-60232","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"yoast_head":"\nLongbridge\u2019s Bill Packer on crafting AI that\u2019s inclusive of seniors - Houses Marketplace<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/housesmarketplace.trio-tv.com\/ru\/longbridges-bill-packer-on-crafting-ai-thats-inclusive-of-seniors\/\" \/>\n<meta property=\"og:locale\" content=\"ru_RU\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Longbridge\u2019s Bill Packer on crafting AI that\u2019s inclusive of seniors - Houses Marketplace\" \/>\n<meta property=\"og:description\" content=\"As more companies embrace the incorporation of artificial intelligence (AI) into their business- and customer-facing operations, a concern has emerged among firms focused on delivering services to older people AI training typically occurs with younger staffers, who could then incorporate unconscious institutional biases that might leave seniors feeling alienated from the technology. 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