Case Study: Cenlar FSB achieves 75% containment and improved borrower self-service with ServisBOT

Ai Bot Assits Borrowers and Achives 75% Containment Rate

Cenlar FSB, a leading U.S. loan subservicing provider, needed a way to handle rising borrower inquiries during COVID-19 and tax season while reducing pressure on its live chat team. To quickly offer borrowers digital self-service for forbearance and other common mortgage servicing questions, Cenlar partnered with ServisBOT and used its reusable, scalable bot technology.

ServisBOT implemented a Borrower Bot in front of live chat to resolve common requests such as payments, autopay, loan transfers, 1098 tax forms, and escrow questions, while smoothly handing complex issues to agents with borrower context included. The result was a 75% containment rate during office hours, significantly less agent workload, and higher borrower satisfaction, with Cenlar continuing to expand self-service and future API integrations through ServisBOT.

Cenlar FSB

Joshua Reicher

Chief Digital Officer