Sutherland’s Conversational AI/Carebot solutions enables our clients to focus on their NPS and CX by providing a self-serve model for their customers. Secondly, this solution allows the customer 24/7 access to handle their inquiries, it has a positive effect reducing client call volumes, and reduces their overall cost per loan. Users can reach out to a digital assistant in the form of a chatbot widget on Servicers Customer portal and App. The goal of the digital assistant is to help quickly answer questions and complete simple transactions.
- As more borrowers leverage the Carebot, it enables the care team to focus on having high-value conversations with borrowers
- For one servicer, Carebot handled 400 questions without the need for the customer to call into a live agent
- Reducing call volume by 30% provides our clients scale solutions without increase the cost per loan