2020 HW Tech100 Mortgage winner: Sutherland

Digital Assistant helps quickly answer questions

Sutherland’s Conversational AI/Carebot solutions enables our clients to focus on their NPS and CX by providing a self-serve model for their customers. Secondly, this solution allows the customer 24/7 access to handle their inquiries, it has a positive effect reducing client call volumes, and reduces their overall cost per loan. Users can reach out to a digital assistant in the form of a chatbot widget on Servicers Customer portal and App. The goal of the digital assistant is to help quickly answer questions and complete simple transactions.

  • As more borrowers leverage the Carebot, it enables the care team to focus on having high-value conversations with borrowers
  • For one servicer, Carebot handled 400 questions without the need for the customer to call into a live agent
  • Reducing call volume by 30% provides our clients scale solutions without increase the cost per loan

Most Popular Articles

3d rendering of a row of luxury townhouses along a street

Log In

Forgot Password?

Don't have an account? Please