Hardship Workflow Automation: How AI Routes Distressed Borrowers to the Right Programme
Two Borrowers in Identical Distress Shouldn’t Get Different Outcomes Because They Reached Different Agents TL;DR A borrower calls in genuinely struggling. Depending on which agent picks up, on their training, their caseload that day, their read of an ambiguous situation, that borrower gets routed to a forbearance conversation, a payment plan pitch, or nothing more […]
Mortgage Collections and Loss Mitigation AI: Meeting CFPB Servicing Rules Without Manual Intervention
An AI System That Contacts a Borrower Mid-Review Isn’t Efficient. It’s a Violation. TL;DR A mortgage servicer’s AI collections system flags a delinquent account for outreach. The borrower submitted a loss mitigation application eleven days earlier. It’s still under review. The system doesn’t know that, because nobody wired loss mitigation status into the contact decision. […]
