Capacity Accelerates Specialty in Mortgage Arena With John Heck, Adding Leading Lenders to Roster of Customers

Industry veteran joins conversational AI platform to further develop mortgage-facing offering

ST. LOUIS – August 26, 2020 – Capacity, a new kind of helpdesk, powered by artificial intelligence, announces advancement in the mortgage space as lending leaders American Pacific Mortgage, Amerisave, and PRMG, join its marquee roster of clients in the lending space including US Bank, LeaderOne and Planet Home Lending. In partnership with seasoned expert, John Heck, Capacity provides these lenders and their borrowers with a best-in-class mortgage experience. 

According to the Federal Reserve Bank of New York, technology-based lenders process mortgage applications about 20% faster than other lenders while decreasing the default rate by approximately 25%. Taking a technology-based approach, American Pacific Mortgage, Amerisave, and PRMG are tapping Capacity’s solution to simultaneously support mortgage loan officers and borrowers.

Capacity is an AI-powered automation platform that can be used in parallel with any system of record. By combining AI with natural language processing (NLP) and machine learning (ML), Capacity’s mortgage solution delivers an intuitive support automation framework that can be used in segments such as Helpdesk, Process Automation and Automated Decisioning or as an Integrated Automation Platform, an end-to-end turnkey platform for origination, servicing support, mortgage payment deferments, loss mitigation, default management and more. 

“The pandemic has only amplified the need for a digitally-enhanced mortgage experience,” said John Heck, Senior Advisor of Lending Solutions. “The traditional mortgage process can’t adapt to meet the needs of modern lenders or borrowers because it’s tedious and time-consuming. But, with a technology-based process enabled by Capacity, lenders are more productive and efficient and borrowers are more satisfied with the customer service. With a proven track record of automated support, Capacity creates a next-gen lending experience.”

The mortgage lending process hasn’t changed since its beginning, with many lenders providing the same stagnant experience they did before the digital era — one that can take up to 60 days. As Senior Advisor of Lending Solutions, Heck will provide unparalleled expertise to help leading lenders use Capacity to deliver the best support for all parties involved in the process, creating a smooth, efficient mortgage experience.

For more information about Capacity for the mortgage industry, visit or join Capacity CEO, David Karandish, at Digital Mortgage 2020

About Capacity

Capacity is a new kind of helpdesk, powered by artificial intelligence, that automates support for your customers and employees. The Capacity AI continuously learns from organizational knowledge and the interactions within your business to automate processes and decisions. Capacity was founded in 2017 by David Karandish and Chris Sims, and is part of the incubator. More information can be found at Capacity’s website or on Twitter at @CapacityAI.