Loan officers are overwhelmed by phone calls, emails, and repetitive tasks, and borrowers are frustrated trying to get answers to their questions. Artificial intelligence has unleashed the support automation revolution, which leads to borrower and loan officer satisfaction.
In this session, you will learn all about the first AI-driven industry-leading mortgage support automation platform, and how mortgage companies are leveraging this technology to increase employee and borrower satisfaction.
Here is a small preview of the session, which has been lightly edited for length and clarity:
Allison LaForgia: Anytime you add technology to the mortgage process, there’s always that risk that you’re complicating it even more, but Capacity has a support automation platform. Can you explain how it improves efficiency and connects different parts of the tech stack?
David Karandish: On the support side, we have an AI-powered bot. It can be internal for your team. It can be external for your customers, your consumers. I’ve got my DeLorean shirt on today because we like to bring the future into the present with what we do with our bot. But that support side, like I said, we think you should be able to answer 90% of your questions automatically out of the gate.
On the automation front, we’re going to take all those back-end processes. For example, we’re working with one of the largest call centers that manages the forbearance process for a lot of the big banks. And they’ve got a team of people that are staring and comparing these documents and making sure that the note matches what’s in the LOS and what to do if they’re out of sync. We believe that people are really good with exception handling, but people should not be the first line of defense for that type of work. So, we’re going through and taking that process, automating it, automatically reading what’s in the documents, inserting that into the LOS and then using the logic to say if something should change.
Watch the full session below. To go back to the full HousingWire engage.marketing on demand summit, go here.
Panelists:
- David Karandish, Founder & CEO, Capacity
- Allison LaForgia, Webinar Manager, HousingWire
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