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25 October 2025 F E A T U R E S T O R Y October 2025 » statements, or workout applications in seconds. Decision-support systems can then suggest which solution—mod- ification, forbearance, or repayment plan—makes the most sense for both the customer and the investor. On the operational side, AI is cleaning up a lot of the manual work. It can spot errors in tax bills or insurance renewals before they become compli- ance problems. Predictive models can also flag which transactions are most likely to fail, so teams can focus their time where it is really needed. Mean- while, Generative AI can draft investor reports or compliance updates quickly and clearly, eliminating hours of manual writing and formatting work. AI's Two Essentials T he benefits of AI are already clear. Loan boarding that used to take three, five, or even seven days can now be completed in just one day with full compliance. Customer retention efforts are more effective, since AI can pinpoint the 20%-30% of a portfolio that is responsible for most payoffs. And with AI chat and voice agents, customers get their questions answered more quickly, and employees can spend more time on the most important work. However, technology alone is not enough. Two other factors are critical for success with AI: data and people. Data quality is the foundation for any effective AI solution, since AI mod- els are only as good as the information being used to train them. The human factor is just as important. Because employees will naturally ask whether AI will replace them, leaders need to make sure they understand that AI is here to help make their work easier. That means being able to explain what is being done and why, showing teams how they will benefit, and answering their questions. For instance, at our company, we have expanded access to AI tools to em- ployees at all levels, which has created a sort of openness that helps build trust and speeds adoption. Where Are We Headed? T he biggest thing to understand about AI is that it gets better the more you use it. Every customer interac- tion, every compliance check, and every document processed makes the system smarter. That means early adopters have a chance to build an advantage that compounds over time. On the other hand, organizations that hold off implementing AI may find themselves playing catch-up, because their systems will not have the same experience or learning built in. The question is no longer whether AI will be used in servicing—the ques- tion is how well it is used. The servicers who succeed in the coming years will be those who use AI to strengthen com- pliance, deepen customer relationships, and empower their teams. The best of them will treat AI as a partner, invest in clean data, and bring their people along on the journey. AI is not an end in itself—it is a tool. But it is a tool unlike any we have had before, one with the power to redefine servicing and reshape customer expec- tations. Subscribe to MortgagePoint and MortgagePoint Digital now! Visit themortgagepoint.com/mp-access to take advantage of our special offer! Experts you trust. People you know. News you want. MortgagePoint is putting essential mortgage market news at your fingertips with our new digital edition, now available online via your smartphone, tablet, or computer. Enjoy the magazine at your desk, and tap into MortgagePoint Digital's easily accessible platform anywhere, anytime. Committed to giving originators, servicers, and all lending professionals access to smarter perspectives, MortgagePoint believes it's time to think differently about the mortgage industry. Because the American Dream is evolving . . . are you? JULY 2025 Magazine YOUR TRUSTED SOURCE FOR MORTGAGE BANK ING AND SERVICING NEWS Behind steady economic growth, cracks are starting to show, from stalled sales to diverging regional trends. What do the experts say is coming next? Also in this Issue: The Exchange: Industry Insights From Fannie Mae's Malloy Evans AUGUST 2025 Magazine YOUR TRUSTED SOURCE FOR MORTGAGE BANK ING AND SERVICING NEWS 2025 AGENT & BROKER EXCELLENCE THE RESURRECTION OF VACANT REO AUCTIONS: GOOD NEWS FOR HOUSING ALSO IN THIS ISSUE: HOW TO COMBAT LOAN APPLICATION ABANDONMENT Borrowers start the journey to homeownership with clear intent—but somewhere between application start and submission—they run into friction, confusion, and a lack of immediate support ... and then they're gone. PROACTIVE, NOT REACTIVE: ENGAGING BORROWERS EARLY TO PREVENT DELINQUENCY THE EXCHANGE: PHIL CRESCENZO JR. The Nation One Mortgage VP shares his outlook on a potential end to conservatorship, the impact of credit score-based pricing, and why lenders need to keep messaging simple and focused. As the market evolves, MortgagePoint highlights agents and brokers who elevate the client experience and contribute to a resilient, service- focused housing industry.