Case Study
AI-Powered Credit Policy Assistant for Resimac
How Resimac uses Own.Assistant to give employees faster access to credit policy and support their day-to-day work
Live since December 2025
Client: Resimac Group Ltd - Australian non-bank lender
Solution: Elaine, built on Own.Assistant
From Launch to Everyday Use
9 months
of continued use
91.1%
answer rate
~500 hours/month
estimated employee time saved
3x
growth in monthly usage after launch
11,000+
messages exchanged in the first 9 months
The Challenge
Complex policies. Scattered across too many documents.
Resimac employees work with complex credit policies, lending rules, serviceability requirements and underwriting procedures.
Finding the right information often meant searching through different documents, checking information manually or asking credit policy specialists for help. This took time and made it harder to provide fast and consistent answers across teams.
Resimac needed a simpler way for employees to find and understand the policy information they need in their daily work.
Policy knowledge existed. The problem was access: too many documents, too many steps, and too much reliance on specialists for questions that came up every day.
The Solution
Elaine - an AI-powered Credit Policy Assistant built on Own.Assistant
Elaine is available directly in Microsoft Teams and works with Resimac’s approved internal documentation, including credit policies, credit risk procedures, underwriting guidelines, SOPs and operational procedures.
Employees can ask questions in natural language and get answers based on Resimac’s own policies and procedures, without having to search through multiple documents.
Elaine handles questions about:
Lending criteria and loan structures | Income and serviceability requirements | Documentation requirements | Product eligibility | Security requirements | Policy exceptions and specific lending scenarios
Answers include references to the relevant policy information, giving employees more context and helping them verify the information when needed.
The Impact
Faster Access to Credit Policy Knowledge
Instead of searching through policy documents or asking specialists for routine information, employees can ask Elaine directly in Microsoft Teams.
With Elaine, employees get:
answers based on approved Resimac policies and procedures- references to relevant policy information
- consistent access to the same knowledge across teams
- faster access to information that already exists within the business
Nine months after launch, employees continue to use Elaine for real credit policy questions as part of their day-to-day work.
These are not test queries. They are the questions employees face every day. Usage has continued well beyond the initial rollout period.
Real usage shapes what Elaine knows.
Learning From Real Usage
When employees ask questions that fall outside Elaine’s current knowledge, those gaps can be identified and reviewed. Employee feedback and policy updates are then used to improve the information available to Elaine.
IdentifyGaps surface naturally
When employees ask questions Elaine cannot answer, those gaps are logged and can be reviewed
ReviewReview what needs attention
Identified gaps, employee feedback and policy changes can be reviewed to determine what needs to be updated.
UpdateKnowledge improves
Elaine's knowledge base is updated and retrieval is refined, based on real feedback from real use
What Elaine Shows
Specialised knowledge, inside the tools employees already use.
Elaine shows how Own.Assistant can be built around specialised business knowledge and become part of the tools employees already use every day.
For Resimac, that means bringing together credit policy knowledge, natural-language questions, policy-based answers and Microsoft Teams in one solution.
What started as a Credit Policy Helper is now supporting employees with both access to policy information and practical day-to-day credit work.
Ready to see what Own.Assistant can do for you?
Get in touch