Transforming the Homeowner and Customer Service Experience

In mortgage servicing, innovation matters most when it shows up in the moments that define the homeowner experience:

When questions arise.

When circumstances change.

When clarity, speed and empathy matter just as much as accuracy.

Case Study: Government Shutdown

Cenlar’s entry point into homeowner facing genAI began with informational bots.
Answering general questions by drawing only from curated, approved content.

In 2025, Cenlar launched
bots focused on:

government shutdowns
natural disasters
deconversion events

Of those affected by Q4 2025
government shutdown,

Case Study: Escrow

Launched our first authenticated AI bot in February, focused on escrow, a frequent source of homeowner questions and call volume.

Use Case: Advisor Search – Live AI Support

Uses AI to interpret the advisor’s question, identify the most relevant document, and deliver a concise, accurate answer while linking back to source material.