How A&D Mortgage Reduced Borrower Confusion during Servicing Transfers with Kastle
Discover how A&D Mortgage streamlined borrower communication and improved operational efficiency with Kastle AI's out-of-the-box compliance voice agent built for mortgage servicing.
Now A&D Mortgage is expanding Kastle's out-of-the-box compliance voice agent to handle a variety of other high-volume, repetitive call types - further streamlining operations and enhancing the overall borrower experience.
The Challenge: Overwhelmed Contact Centers
Increased Call Volume
A&D Mortgage faced a surge in inbound calls during servicing transfers, overwhelming the contact center and impeding efficient borrower communication.
Deprioritized Welcome Calls
Critical outbound calls, such as welcome calls, were often deprioritized due to the influx of inbound calls, leaving borrowers confused and unaware of their new servicing relationship.
Kastle AI's Solution: Automated Welcome Calls
1
Efficient Communication
Kastle's AI voice agent delivered timely and accurate information about new servicing details, reducing confusion and improving borrower satisfaction.
2
Scalable Automation
The AI agent streamlined the welcome call process, handling thousands of calls efficiently and freeing up contact center staff for other critical tasks.
3
Compliance-First Design
Kastle's AI solution met stringent TCPA, RESPA, FDCPA, and TILA mortgage compliance standards, ensuring accurate and secure communication while mitigating risks.
Impressive Results: Streamlined Operations and Enhanced Borrower Experience
34%
Right-Party Contact Rate
Kastle's voice agent achieved a remarkable 34% right-party contact rate in the first month, outperforming traditional human efforts.
2 days
Rapid Implementation
Kastle's AI agent was implemented and launched in production within just 2 days of starting the partnership.
95%
Time Efficiency
Kastle's AI agent significantly reduced the time needed to complete welcome calls, freeing up contact center resources for other tasks.
Expanding AI Voice Agent to Other Call Types
Payment Calls
Automating payment calls to reduce friction and handle times when borrowers call to make payments
Collection Calls
Automating collection calls to reduce delinquency rates and improve contact center compliance.
Escrow and Insurance Calls
Automating routine updates and inquiries about escrow and insurance, freeing up contact center staff for more complex issues.
Building on the success of its initial implementation for welcome calls, A&D Mortgage is now expanding Kastle AI's voice agent to handle a variety of other high-volume, repetitive call types. This includes automating payment reminder calls, NSF text messages, and escrow/insurance updates - further streamlining operations and enhancing the overall borrower experience.