"There are generally some well-defined reasons why a borrower engages with their servicer. They want to understand their payment, maybe why their payment hasn't cleared, or why it changed. Escrow is a big one. Around tax time, it's where are my tax documents? Those are usually pretty quick answers. But today, you have to pick up the phone, call someone and potentially sit on hold."
"With chat or voice, borrowers can ask those questions, take action on their loan and get answers 24/7, instantaneously. If they need more explanation, they can go deeper. So whether it's chat or voice, we have those guardrails, and we know enough when somebody asks a question that should be routed to a person, it will do that."
"What makes us really unique is that our AI technology is built into the system of record. Think about how important that is: It's not something that you're buying as a bolt-on service or stitched together. Whether you're using MSP for customer service or default or servicing, digital AI is built in automatically."
ICE identified key borrower pain points in mortgage servicing that technology can address. Borrowers frequently contact servicers for routine inquiries about payment status, payment changes, escrow information, and tax documents. Currently, these interactions require phone calls with potential wait times, creating poor customer experience. ICE's new AI agents provide 24/7 instant responses through chat or voice interfaces, allowing borrowers to ask questions and take loan actions immediately. The system includes intelligent guardrails that route complex inquiries to human agents. A critical differentiator is that ICE's AI technology is built directly into their system of record rather than being a separate bolt-on service, ensuring all interactions are recorded and integrated across servicing platforms.
Read at www.housingwire.com
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