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MortgagePoint » Your Trusted Source for Mortgage Banking and Servicing News 22 August 2025 F E A T U R E S T O R Y That is why context continuity is essential. Modern customer interaction platforms preserve conversation history and borrower data across digital touch- points, so the interaction remains fluid, and frustration never enters the equation. 3. Use hands-on agent support to unblock the journey: Not every obstacle in the loan process is due to unanswered questions. Sometimes, poor interface elements—like unclear upload buttons or complex dropdowns—are the problem. Digital tools can use advanced screen sharing that allow agents to view and navigate the application with the borrower in real time while protecting their private details. Agents can high- light fields, walk through tricky sections, and resolve confusion without the bor- rower ever leaving the loan application. 4. Accelerate document sharing securely: Document collection is one of the most common sources of abandonment. Applicants may be unsure what to upload (or where to find it), hesitant about privacy, or simply confused by the format. Secure in-application upload tools, paired with instant confirmation and live assistance, reduce friction and instill confidence. The faster borrowers com- plete this step, the less likely they are to disengage. 5. Offer 24/7 virtual help for simple questions: Not every borrower needs an agent to help them. Many abandon simply because they cannot get quick answers to routine questions: "What's a DTI ratio?" "Do I need to upload pay stubs?" "How long does this take?" AI-powered virtual assistants trained on loan-specific content can field these questions in real time—24/7. When escalation is necessary, they seamlessly transfer the interaction to a live rep, preserving the context. With this kind of real-time, proactive support, borrowers can feel like they are getting the help they need—and lenders can create interactions that mirror the personal attention of an in-branch visit, building trust and loyalty during these critical financial moments. Empowered Agents Close More Loans I mproving borrower support is only half the equation. Agents also need smarter tools to work more effectively—and ulti- mately capture more loan revenue. 1. Let AI uncover agent coaching opportunities: With advanced interaction analytics, AI can monitor common abandonment points, flag ineffective agent responses, and surface opportunities for improvement. Contact center managers gain visibility into what is working, where support breaks down, and how individual agents can improve. It's targeted training—without the guesswork. 2. Provide real-time guidance: Agents are often expected to know everything: product specs, compliance rules, troubleshooting techniques. That is unrealistic, especially in high-volume environments like homebuying season. Modern AI-powered support plat- forms surface real-time suggestions and reference materials during borrower interactions—providing agents with the right information, right when they need it. Think of it as a smart assistant for the agent, not just the customer. 3. Let agents focus on interactions where they add the most value: By automating routine support with AI-powered virtual assistants, human agents are free to focus on what they do best: solving complex issues, building trust, and guiding borrowers during critical financial moments. This shift improves performance and reduces burnout, helping agents feel more effective at their job. The Lending Experience Borrowers Truly Want L oan abandonment is often viewed as a borrower problem. But it is just as much a problem for lenders, and it is often rooted in aging support infrastruc- ture that needs to be replaced. Borrowers want to complete their applications—they start with clear goals, and they are motivated. What they need is support that meets them in the moment, during the application, and on their terms. The good news is that leading lenders are already leveraging robust AI-powered digital tools to transform their borrower support. With these field-proven solutions readily available, the 2025 homebuying season presents an ideal opportunity for financial insti- tutions to modernize and elevate their interactions. This is the season to reimagine borrower support—not as a separate function, but as an integrated, intelligent part of the lending experience. "Borrowers want to complete their applications— they start with clear goals, and they are motivated. What they need is support that meets them in the moment, during the application, and on their terms."