From bots being used as virtual workers to undertake repetitive tasks to voice or photo recognition and machine learning – the possibilities for automation may seem mind blowing.

But, the fact is, over the last year lenders have taken technological leaps in their businesses which would have seemed inconceivable 12 months ago.

Indeed, as Jeremy Duncombe, director of intermediary distribution at Accord Mortgages and one of the panel members in our virtual round table put it ‘we have seen huge progression over the last seven months because we have been forced into something we would have edged into before’.

Payment deferral systems and the associated online form, he explained, were put together in 48 hours – a process which would have taken three months pre-Covid.

It’s proved things can be done really quickly – but it’s also highlighted the many other possibilities for innovation.

In this discussion Duncombe along with Richard Rowntree, managing director of mortgages at Paragon Bank, reveal how their businesses have adapted to new working processes during the pandemic.

They explain the steps already taken to automate systems – both before Covid and during lockdown – and discuss the challenges in this.

Meanwhile, Sarah Green and James Johnson, both client directors at Sykes Digital Services, offer an insight into automation – what it is and how it can support lenders to face the turbulent times ahead.

You can access the discussion by clicking on this link. Please accept our apologies for the poor sound quality for the first two minutes of the broadcast but do persist as it clears up at 2.00.