Article
Liftoff into the future: AI Coach takes flight
April 30, 2025
AI Coach has landed in FirstHomeCoach. Smarter support for first-time buyers, powered by AI, and powered by purpose. It's the beginning of a new chapter for Life Moments and our trusted digital coaching solutions.
Practice what you preach is bad mantra to live by. If you’ve been following us this year, you’ll know we’ve had plenty to say about AI. More specifically, we’ve been shouting loudly about how we think Financial Services must get on the AI bandwagon, presenting building blocks for business cases, pushing for experiments and encouraging bold decision making. Now, we’re adding our own tech into the mix as we’re proud to share a major milestone: the launch of our first-ever AI Coach, now live on FirstHomeCoach.
After months of development and testing, the AI Coach is now fully embedded within the FirstHomeCoach experience, ready to guide first-time buyers with real-time, tailored answers to the questions that matter most. Whether it’s understanding deposits, mortgage eligibility, or how to actually start the process, the AI Coach is there, 24/7.
Purpose built for Financial Services
We somewhat symbolically chose our first live AI Coach to be an AI agent for homebuyers, because this is where our foundation lies as a business. But that’s just the beginning. We’re now embedding this capability across our full suite of life moments and solutions. The response from the industry so far has been encouraging: we’re seeing real curiosity and top-level willingness to test within firms.
At the same time, AI fatigue is very real. Countless AI solutions are being pitched to firms day in day out, without much context, clarity or value. In many cases, these tools aren’t built with the rigour that financial services demand. They simply don’t meet the bar for compliance, control, or customer trust.
The Financial Services industry has very specific requirements for AI, and would struggle to adopt one-size-fits-all AI Chat solutions. We believe we’re uniquely placed to make a difference- we understand both the industry’s obligations and the customer’s needs. Our AI Coach is designed to tackle both.
For example, on the firm’s side, clearly set guardrails protect firms from hallucinations and incorrect or rogue answers. On the customer side, it’s built with empathy at its core—drawing on trusted content, proven calculations, and contextual logic to support real-life decision making, in real time.
Tech with intent
This launch is more than a tech milestone. It’s a statement of intent. AI Coach reflects what we believe the future of Financial Services should look like: empathetic, intelligent, and built for real people navigating real life. We’re proud to be pushing the boundaries of what AI can do in this space, and we’re just getting started.
Why AI Coach delivers
Built-in, not bolted on:
AI Coach is fully embedded in the app, providing seamless user support without redirects or extra steps. Answers are enhanced with user data, links to trusted tools, calculators, and content. This keeps the experience familiar, but smarter.
Turning interactions into actionable insights:
Data and personalisation is in our DNA, so we’ve ensured that firms have visibility over all user interaction with the AI Coach, from prompts to answers, to time spent in conversation. These insights offer a real opportunity to learn from customer behaviour and follow up in meaningful ways.
Focused, safe, and compliant:
Strict topic guardrails ensure the AI stays on-mission, aligned with both customer expectations and regulatory standards, while being grounded in what works. Trained exclusively on verified and approved content, it delivers accurate, relevant responses every time.
