Case Study: Cenlar FSB enables borrower self-service with ServisBOT

Chatbot Enables 12% Of Borrowers To Self-Serve

Cenlar FSB, a leading loan subservicing provider, needed a fast digital self-service option when COVID-19 and the CARES Act triggered a surge of borrowers seeking forbearance information and support. To help borrowers get answers quickly without waiting on hold or navigating long FAQ pages, Cenlar partnered with ServisBOT to launch a chatbot-based forbearance solution.

ServisBOT delivered the Forbearance Bot in just over 30 days, deploying it across IVR, SMS, and multiple Cenlar websites. The bot enabled borrowers to opt into digital self-service, with 10–12% of hardship callers choosing an SMS link instead of speaking with an agent and more than 90% of early bot users clicking through to get started, helping reduce call volumes and improve borrower satisfaction.

Cenlar FSB

Shanth Ananthuni

IT Director, Digital Transformation