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find "Here to Help" resources for consumers
on our KnowYourOptions.com website and
information for lenders and servicers on
FannieMae.com. It is an effective tool to
help get information out, not just to lenders
and servicers but also to consumers. "Here
to Help" helps consumers understand the
options that are available to them and helps
with conversation between homeowners and
servicers.
As we continue through the pandemic
and help servicers in good times and bad, the
Servicer Toolkit will be there with any updated
information. During the pandemic, we have
issued over 70 lender letters—publications of
policy changes or solutions for lenders and
servicers.
Does the Servicer Toolkit also
incorporate feedback from your AI
assistant tool, Ask Poli?
Yes. Servicers are able to pose questions
directly to Ask Poli and get responses. at's
a mechanism for us to gather feedback. With
AskPoli, we can see in real-time what questions
people are asking. Also, Ask Poli shows us when
a servicer or any other user provides us with
"thumbs up" or "thumbs down" as to whether
their question was fully answered. We monitor
that user data to understand what additional
information we need to add for users to ensure
they get the answer they are looking for.
"The Servicer
Toolkit is part of
the larger 'Here
to Help' work
that we've been
doing, which is
about ensuring
that we provide
accurate, real-time
information to the
market."
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