Mr. Cooper is the largest mortgage servicer in the U.S., managing over $1 trillion in servicing portfolio and serving more than 6 million customers. The company focuses on delivering a range of servicing and lending products with an emphasis on creating a personalized and streamlined home loan experience. To enhance the mortgage process, Mr. Cooper has invested in advanced technologies like artificial intelligence, aiming to improve customer experiences while boosting operational efficiency.
A key technology developed by Mr. Cooper is Pyro AI, a mortgage-specific artificial intelligence solution created in partnership with Google Cloud. Pyro uses machine learning to optimize various aspects of the mortgage lifecycle, such as document classification, data extraction and fee prediction. It processes over 3,000 pages per minute with over 90% accuracy, enabling team members to focus on customer service rather than administrative tasks.
In addition, Mr. Cooper has implemented AgentIQ, an AI-driven platform designed to improve call center operations. By analyzing real-time calls and providing on-screen prompts, it helps agents deliver more efficient and empathetic customer interactions. These technologies have led to cost reductions and scalability, with Pyro contributing to a 20% decrease in servicing costs and playing a role in Mr. Cooper’s growth, including an additional 2 million customers in the last two years.
