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July 2023 ยป thefivestar.com 31 July 2023 F E A T U R E categories: providing the homeowner with additional self-service tools, and optimizing the way we communicate with them. We have rolled out a new series of personal- ized custom videos to help homeowners understand key events, such as loan transfers and annual escrow analysis. We have also released our new natural speech chatbot that allows homeowners to ask us freeform text questions, and they receive real-time answers while fulfilling their requests. Kwasny: Servbank has always been at the leading edge of technology in the servic- ing space, both in our internal and external systems and offerings. All those offerings are part of our SIME (Servicing Intelligence Made Easy) platform and within that eco- system. This proprietary servicing platform gives our clients a fully transparent, 100% accessible, real-time, on-demand view of their portfolio, along with access to 100-plus customizable reports, the ability to listen to recorded customer calls, get escrow analysis, and more. They can access predictive, cur- rent, and historical data, allowing for com- plete oversight and precise risk management, enabling them to learn from the past, adapt to the present, plan for the future, and more. For our customers, this platform powers the mobile app, simple-to-navigate website, and suite of self-service options, so our customers can manage their accounts and rapidly get the answers they need when they want them. But technology is only half the story. We fully believe in the human experi- ence just as much, which is why at Servbank, we heavily invest in our fleet of experienced and caring agents that leverage our technol- ogy to deliver the one-call customer experi- ence that exceeds industry standards. As noted earlier, we are obsessed with the customer experience and understand how critical it is for our clients and for us as a servicer to build that loyalty with custom- ers. As a result, we leverage every interac- tion, whether over the phone, on the web, or through our app, as an opportunity to deepen the relationship with customers. Merritt: A top priority has been to continue improving and evolving our com- munication with borrowers. We are looking at each communication channel to eliminate pain points and expand self-service options to better serve customers where they want to communicate. Another area we are focused on is better serving our customers. We are taking a multi- faceted approach by using screen pops with key information for phone agents, a library of articles, job aids for all employees, and are using better AI tools to help improve self- service options. Russell: We continually look at new tech- nology and are continually upgrading where it makes sense. Any opportunity to meet our customers' needs and preferences is always being considered.