At Cenlar, innovation isn’t about deploying technology for its own sake. It’s about using the right tools, thoughtfully and responsibly, to make servicing easier to understand, easier to navigate and easier to trust. Across homeowner facing experiences and customer service operations, Cenlar is applying artificial intelligence in practical ways that deliver measurable value for both clients and homeowners.
Meeting Homeowners Where They Are, With the Right Information
Cenlar’s entry point into homeowner facing genAI began with informational bots designed to answer common, time sensitive questions quickly and consistently. Voice bot capabilities like these expand how homeowners access help in ways that feel natural and efficient. In 2025, Cenlar launched bots focused on scenarios such as government shutdowns, natural disasters and deconversion events. These are moments when homeowners are often seeking clarity fast.
These tools provide a non authenticated FAQ experience, answering general questions by drawing only from curated, approved content. Guardrails ensure responses stay within defined knowledge boundaries, reinforcing accuracy and trust. For homeowners, that means faster access to reliable information, without needing to wait for a live advisor.
More than 60% of the homeowners affected by the government shutdown in the 4th quarter of 2025 who received assistance from our bot, for example, did not need further help from an advisor. The bot spent 72 seconds per conversation, quickly resolving homeowner questions. For those calling in a time of need, they are moments that matter.
Advancing Support
Building on that foundation, we launched our first authenticated AI bot in February, focused on escrow, a frequent source of homeowner questions and call volume.
This capability represents a meaningful shift in how homeowners receive personalized support. When a homeowner calls the IVR and has a recent escrow analysis on file, the system recognizes that context and offers the AI bot as part of the escrow flow. The interaction transfers securely and authenticated, allowing the bot to deliver loan specific answers based on curated FAQs and loan level data.
We’re also continuing to enhance the bot, updating it in March to use more conversational language. Previously, if a homeowner asked the bot why their payment went up, they’d receive a 45-word answer that worked through the math methodically. Now, it will simply state the reason and the amount of the increase—for example, “Your insurance premium increased by $1,000.”
Half of the homeowners who have used this new conversational version of the bot received the assistance they needed without any further help, a 25% increase from prior versions of the bot. This means more homeowners are getting clear answers quickly. No need to be transferred to an advisor in our call center.
If the homeowner does need additional help, they transition seamlessly back to a live advisor, still authenticated, with full visibility into the homeowner’s prior interaction. Advisors can see that the homeowner engaged with the bot and pick up the conversation without starting over. The result is a smoother handoff, less repetition and a more respectful experience for the homeowner.
This escrow bot is intentionally being used as a beta model, helping us evaluate effectiveness and refine a repeatable framework for expanding authenticated bots across additional use cases.
Empowering Advisors with Smarter Tools
Innovation at Cenlar doesn’t stop with homeowner facing technology. It extends just as deeply into the advisor experience, where speed, confidence and accuracy directly impact service quality.
Our Advisor Search capability augments traditional knowledge search by using AI to interpret the advisor’s question, identify the most relevant document and deliver a concise, accurate answer, while linking back to source material. Future phases will expand this into a conversational experience that synthesizes answers across multiple document sets and helps advisors refine unclear prompts, much like a guided ChatGPT style interaction.
These tools reduce the time our advisors spend searching for answers across thousands of policies, regulations and procedures and increase time they spend focused on helping homeowners without sacrificing precision.
Turning Conversations into Insight with 360 Feedback
Every interaction tells a story. Our 360 Feedback capability ensures those stories are heard and understood.
By layering AI powered analysis on top of call and chat transcripts stored in a central repository, advisors and leaders can quickly identify why homeowners are calling, where friction exists and what trends are emerging across touchpoints. This insight enables more proactive issue resolution and supports a more scientific approach to identifying level one complaints, reducing reliance on subjective judgment alone.
The same analytics help determine whether an issue is isolated or systemic, enabling root cause analysis that directly informs process improvement.
Real Time Support Through Advisor Assist and Coach
The building blocks already in place (call transcription, summarization and search) are enabling the next evolution: Advisor Assist and Advisor Coach.
Advisor Assist uses real time AI during live calls to provide contextual guidance for advisors. If a homeowner asks about options related to an escrow shortage, for example, the AI proactively surfaces relevant procedures and next steps, without requiring the advisor to search mid call.
Advisor Coach focuses on quality and consistency, monitoring sentiment, pacing, interruptions and hold times.
Advisors receive prompts when interactions drift outside service standards, and supervisors can be alerted in real time. The goal is better support, consistency and outcomes for homeowners.
The Future: Hybrid and Voice Enabled Experiences
Looking ahead, we are working toward hybrid agent models, where AI bots handle routine questions while human advisors monitor interactions and step in seamlessly when personal support is needed.
Proof, Not Promises
Together, these innovations demonstrate how Cenlar is delivering more than ideas. We’re delivering results. By combining AI with thoughtful design, clear guardrails and human expertise, Cenlar is improving responsiveness, insight and experience across the servicing journey.
For mortgage servicers, the lesson is clear: AI doesn’t create advantage simply by being deployed. It creates advantage when it is designed around real servicing moments, governed with intent and integrated with human expertise.
Cenlar’s approach shows that the path forward isn’t pushing technology into production prematurely, but using AI to remove friction, surface insight and support better outcomes at scale. As regulatory scrutiny increases and homeowner expectations rise, servicers that treat AI as a disciplined operating capability and not a standalone experiment will be best positioned to deliver consistency, resilience and trust in the years ahead.
This is what leadership in mortgage servicing looks like: innovation grounded in real outcomes, built to serve homeowners and empower clients, today and into the future.