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65 "listen" to what the borrower is saying or writing and learn the borrower's speech patterns and the emotions behind them. Humans can do these things as well, of course. But unlike humans, these tools don't get tired and they have an impeccable memory. ey can even interpret what a borrower needs and identify the optimal solution and next steps while the associate is on the phone with the borrower—and they can offer the associate guidance on how to communicate the borrower's options in a positive way. It's almost like they give associates superpowers. For example, most servicing call centers provide associates with scripts to use when speaking with customers. But because every borrower's situation is unique, a one-size-fits- all approach rarely fits at all. With AI-driven technologies, associates always know what to say—and what not to say—which takes an enormous weight off their shoulders as associates. With these tools, associates can also be guided and coached through interactions involving sensitive subjects in ways that are friendly and compliant with all regulations and the servicer's own protocols. Essentially, they create a safety net for the associate and the servicer that reduces the chances of the type of miscommunication or misinterpretation that leads to a negative review or invites the attention of regulators. THE BENEFITS OF CONSTANT LEARNING e beauty of AI-enhanced customer engagements is that they are trained using historical conversations and communications from a servicer's best performing associates. ey are able to listen to specific words and phrases and find references for them in a servicer's knowledge base. ey are even capable of detecting nuances in a borrower's language that even the most trained associate might overlook. As just one example, suppose an associate is on a call with a borrower and the borrower requests or mentions the word "forbearance." In an instant, the appropriate information—and more importantly, the precise wording the associate should use—flashes upon the associate's computer screen, which the associate can deliver in context with the borrower's unique situation. Another benefit of AI-enhanced customer engagement is it enables servicers to constantly learn and add knowledge about borrower communications, so their understanding of the elements that go into a great outcome is continually growing. ey can also be channel agnostic, not relying solely on telephone conversations but also email, chat, and text messages—plus they can integrate into most servicing platforms and CRM platforms, where a borrower's file is continually updated with every interaction and outcome. Besides creating happier customers, the AI-driven technologies can improve call center efficiency and how associates are managed. Rather than having managers reviewing all call transcripts, such technology is capable of pinpointing the most challenging or potentially problematic conversations for follow up. Every customer engagement is measured objectively— and if they can be measured, they can also be improved. In the AI-empowered call center, managers have the ability to take customer engagement data to create or modify strategic initiatives and call campaigns, improve training, and maintain more efficient levels of staff. Associates have a greater potential to learn and grow while working with less stress. And servicers can feel confident that associates are delivering the best options to the borrower and that every borrower receives the highest quality of service. Stephen Staid is EVP of Mortgage Practice Strategy for Sourcepoint, responsible for expanding the company's market-leading mortgage solutions, along with leading its "Digital First, Digital Now" growth strategy. Before joining Sourcepoint, Staid was with Gateway First Bank, where he was Chief Servicing Officer. During his tenure, Staid shaped the strategic direction of mortgage servicing operations, integrated digital telecommunication platforms, and improved operating performance by over 50% in key areas while achieving high customer satisfaction ratings. In addition, Staid has held executive leadership roles at PHH, Bank of America, Lehman Brothers, and other multinational mortgage lending corporations. Staid received a Bachelor of Arts degree from Rhodes College in Memphis, Tennessee. 65 The beauty of AI- enhanced customer engagements is that they are trained using historical conversations and communications from a servicer's best performing associates.