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.

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