How Hypadvies automated 91.8% of mortgage questions

Hypadvies — an independent mortgage advisory firm with branches in Schijndel and Tilburg — automates 91.8% of all incoming customer questions since launching their AI chatbot, including scheduling appointments at the right branch. Below: what they did, why it works, and what an advisory firm (financial or otherwise) can take away.

What 91.8% actually means

It's tempting to read that number as “the bot replaces 91.8% of the work”. It does not. What it does mean: of every 100 incoming questions, almost 92 are fully resolved inside the chat — without an advisor stepping in. The rest is escalated with context.

Concretely: questions about current mortgage rates, the difference between annuity and linear repayment, branch opening hours, and — surprisingly important — booking a first conversation at the branch closest to the customer.

The three choices that made the difference

1. Ask for region first, not contact details

The classic mistake with lead forms is asking for personal data too early. Hypadvies flips it: the chatbot first asks the customer's region, shows the nearest branch, and only then — once the customer wants to continue — asks for name, phone and topic. Lower friction, higher-quality leads.

2. Hand off leads with context, not just a form row

When a customer wants to book, the Hypadvies team gets more than a name and number — they get the whole conversation. Which mortgage type was considered, which branch, which earlier questions. The advisor doesn't cold-call, they pick up where the bot left off.

3. One voice — no robot mode

The chatbot speaks in the same tone as the advisors: plain, clear, no financial jargon. It seems small, but it's the difference between “Form received” and “Good — glad you're tackling this. Let's see what fits.”

What this means for other advisory firms

Whether you're in mortgage, tax, legal or insurance advice — the structure that works at Hypadvies transfers. Three things to copy:

What not to put on the chatbot

Honest answer: 91.8% is high, but there's always a tail of questions you explicitly don't want a bot to handle. At Hypadvies that's anything where the customer triggers something irreversible (final quote requests, mortgage changes, judgments about a specific financial situation). The bot deliberately lets go there and routes to an advisor.

How long until you get there?

The Hypadvies bot was live within one day. True — but 91.8% is not the day-one number. The first two to three weeks are iteration: spotting which questions the bot misses, which answers are too long or too formal, which buttons are missing. Only then does the number stabilise.

The most common mistake we see firms make is launching and never looking back. In week 1 and week 4, block 30 minutes to read the conversation logs. That's where all the value lives.