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Using Conversational AI to Increase Customer Satisfaction and Retention

As technology advances and improves, more businesses in the mortgage space can be expected to embrace digital tools and solutions. In addition, customers are increasingly interested in self-serve options, especially when it comes to customer service. One technology that is seeing an increase in use and demand is conversational AI, or chatbots, particularly the deployment of chatbots for customer service. According to a Salesforce study of 3,500 customer service professionals worldwide, 53% of service organizations expect to use chatbots within 18 months — a growth rate of 136%.

This technology is coming online at the same time that the loan servicing sector of the mortgage industry is struggling with customer retention. This white paper outlines how servicers can use conversational AI to increase customer satisfaction and retention.

Publisher: Sutherland Labs
Date: December 2019

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