Key facts
- Carrington Mortgage Services has partnered with Kastle to implement AI agents.
- The AI agents will automate workflows and enhance borrower support in contact centers.
- The partnership involves two layers of Kastle's AI platform: autonomous agents and agent-assist tools.
- Carrington aims to reduce manual processes and improve operational efficiency through AI.
Carrington Mortgage Services has announced a strategic partnership with Kastle to integrate artificial intelligence agents into its operations. This collaboration aims to automate high-volume customer interactions, improve borrower support, and modernize the company's technology infrastructure across its loan servicing portfolios.
The partnership will see Kastle's AI agents deployed in Carrington's contact center and borrower-facing servicing functions. The technology is designed to handle a significant volume of interactions and provide quality control for customer conversations. Carrington is implementing two tiers of Kastle's platform: autonomous agents for customer service and collections that aim to resolve issues without human intervention, and agent-assist tools to support contact center employees by reducing handle times and boosting performance.