FinTechMagazine

Coming soon: The promise of artificial intelligence in servicing

The slow road to AI takeover

One click, your mortgage process begins. Another click, that mortgage loan is pre-approved. Five minutes pass and you are ready to buy a home.

The digital application process for single-family mortgages has flourished with new technology, new companies entering the space and new capabilities that, even just 10 years ago, we wouldn’t have thought possible.

Borrowers can sign closing papers on a new home remotely so that they don’t have to miss hours of work. Travelers can close on their home from the other side of the world. The credit invisible, or those with no credit score, can learn more about their financial situation and what they can do to prepare to buy a home after a quick and painless application process. 

But if you fast forward just a few weeks, to when a borrower is getting settled into their new home, the experience changes dramatically. Their mortgage loan is sold and their servicer steps in to introduce themselves. The smooth digital process is suddenly transformed into a rough, paper-heavy and confusing process.

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