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MortgagePoint » Your Trusted Source for Mortgage Banking and Servicing News 24 October 2025 F E A T U R E S T O R Y Over the past few months, in fact, we have launched a pilot program in which AI agents interact directly with customers through both chat and voice. The system can handle up to 100 conversations at once, which means no one must wait in line behind another customer. It is not just about scale, but effectiveness. We can measure whether a customer who used our system calls us back within three days, and between 40% -70% of the time, they do not. This tells us the system is doing its job. Though the program is relatively new, the early results are promising. Since we introduced this offering, we're seeing a 73% resolution rate of customer requests, and 400 fewer calls per week into our call center. Customers are engaging well, too. For servicers, that combination—better customer experi- ence and lower cost—is powerful. It has worked so well that we are expanding the pilot. It is important to note that this technology is not about replacing people. Instead, it makes human staff more productive. By handling simple and repetitive questions, AI frees up em- ployees to focus on the more complex cases that require human judgment and expertise. It's similar to moving from a typewriter to a computer—the work doesn't disappear; it just gets done more efficiently. Customer Retention and Other AI Applications W hen I think about other exciting uses for AI in servicing, I imme- diately think about customer retention. Retaining a customer is about more than just keeping an account on the books—it is about maintaining trust and being top-of-mind over the life of the loan. As servicers, we are not only managing day-to-day obligations like escrow or payment processing, but we are also competing for relationships in an environment where customers have options. Over the past year, we have been using AI to get better at this. Technology helps us answer two critical questions: which customers should we be talking to, and what should we be saying? Tradition- ally, retention efforts relied on broad campaigns—generic letters or emails that went out to everyone. With AI, we can move away from that one-size-fits all model. Instead, we can identify which customers are most likely to refinance or pay off their loans early and tailor our outreach accordingly. Our prepayment score predictor model plays a key role here. By gener- ating a score for each customer based on factors like market rates, loan age, and homeownership history, it helps us pinpoint which customers are most at risk of leaving. Instead of chasing the entire portfolio, we can focus resources on the segment that may be considering refinancing or moving. That not only saves money but also enables us to have more meaningful conversations with customers who are actively weighing their options. Of course, AI does not stop with the scoring. It supports the messaging itself. Whether it is helping refine copy for customer communications or assisting our marketing team in testing different approaches, AI allows us to continually improve our outreach. We are not just sending out a message and hoping it sticks; we are learning from each inter- action and adjusting in real-time. For me, this is one of the most practical, mature applications of AI in servicing today. It does not require futuristic breakthroughs. It simply takes data we already have, applies intelli- gence to it, and gives us insights we can act on. The result is stronger customer relationships, fewer surprises, and a more resilient portfolio. And in a market where churn can be costly, that is a very real advantage. Default management and loss mitigation are also being transformed. In addition to determining whether a customer might be at risk, AI also makes document-heavy processes much faster. AI-based tools can pull the right data from hardship letters, income The question is no longer whether AI will be used in servicing— the question is how well it is used. The servicers who succeed in the coming years will be those who use AI to strengthen compliance, deepen customer relationships, and empower their teams."