Using Conversational AI to Increase Customer Satisfaction and Retention

As technology advances and improves, more businesses in the mortgage space can be expected to embrace digital tools and solutions. In addition, customers are increasingly interested in self-serve options, especially when it comes to customer service. One technology that is seeing an increase in use and demand is conversational AI, or chatbots, particularly the deployment of chatbots for customer service. According to a Salesforce study of 3,500 customer service professionals worldwide, 53% of service organizations expect to use chatbots within 18 months — a growth rate of 136%.

This technology is coming online at the same time that the loan servicing sector of the mortgage industry is struggling with customer retention. This white paper outlines how servicers can use conversational AI to increase customer satisfaction and retention.

Publisher: Sutherland Labs
Date: December 2019

Popular White Papers

Screenshot 2024-05-24 at 12.02.40 PM
Elevating mortgage servicing through strategic outsourcing: A path to efficiency and growth 

As the mortgage sector navigates through complex market dynamics, the primary objectives for many organizations remain the same: master cost efficiency, ensure the delivery of high-quality service, and effectively scale operations. Outsourcing activities to specialized providers continues to be a primary strategy for achieving such goals. This white paper discusses how lenders and servicers can:

Featured Content

JPAR
Show up, don’t show off: Laura O’Connor is redefining success in real estate 

We have both an opportunity and, I’d suggest, an obligation to show up for our customers instead of focusing our marketing efforts on showing off how great we are. Show them our value today versus telling them how successful we’ve been in the past. 

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

Log In

Forgot Password?

Don't have an account? Please