ServisBOT’s AI-Driven Chatbot Automation Solution is Now Available Through the Black Knight Servicing Digital Solution
- The integration of ServisBOT’s chatbot solution with the Black Knight Servicing Digital solution gives mortgage servicers’ customers expanded self-service capabilities by using chatbot functionality to securely access mortgage information and documents in a more frictionless and automated way than calling the servicer.
- ServisBOT’s chatbot solutions can respond to common customer queries about their mortgage 24/7, proactively reach out to promote and enroll them in autopay, paperless statements, or other services and can be used to capture or upload relevant documents – alleviating pressure on customer service agents and enabling human handover when necessary.
- Cenlar FSB, a client of both ServisBOT and Black Knight, has integrated chatbots with Servicing Digital to assist borrowers with self-service options for accessing pertinent information or home- or mortgage-related documents.
BOSTON, MA, October 19, 2022 — ServisBOT, a leading provider of customer and employee service automation with its Conversational AI platform for the enterprise, announced today that its chatbot automation solution is now available within the Black Knight Servicing Digital solution, which servicers can easily provide to their customers for digital, self-service access to home and mortgage-related information – anytime, anywhere.
Through the integration of ServisBOT with Servicing Digital, homeowners can engage with their servicer via a chatbot, requesting pertinent information or documents related to their mortgage or home, resulting in improved customer retention and engagement, increased customer satisfaction, and reduced cost to serve.
Adding ServisBOT’s chatbot and conversational AI technology to Servicing Digital allows mortgage servicers to easily integrate a chatbot via readily available API(s) and take advantage of more automated self-service across multiple digital channels, getting chatbots to market in a matter of weeks.
Cenlar FSB, the nation’s leading residential mortgage subservicer, is utilizing ServisBOT integrated with Servicing Digital to transform digital self-service experiences for their customers with its Borrower and Forbearance bots. Cenlar’s Borrower Bot, for example, has achieved a 75% containment rate, solving three out of four queries digitally without the need for live chat assistance.
“ServisBOT has been an excellent partner in helping us expand our digital capabilities to enhance the homeowner experience,” says Shanth Ananthuni, Director of Digital Transformation at Cenlar FSB. “Their integration with the Black Knight Servicing Digital solution has enabled us to integrate and deliver clear self-serve options for homeowners by automating requests to navigate homeowners to functions such as payments, autopay and document access. And, when a homeowner wants to talk with a live representative on a more complex need, the transition is seamless and simple. I am looking forward to seeing this strategic relationship deepen further to allow us to introduce new services to market, faster.” Read the Cenlar success stories, here.
“The ability for customers to self-serve in their preferred digital channels and have immediate access to the information they need is a must for today’s consumer,” comments Cathal McGloin, ServisBOT CEO. “A chatbot is the perfect digital assistant that can respond to homeowners’ requests day and night; proactively reach out to enroll them in autopay, paperless statements, or other services; and/or upload relevant statements and documents instantly. The addition of ServisBOT chatbot automation to the Black Knight Servicing Digital solution will help mortgage servicers offer chat-based self-service capabilities that enhance their customers’ experience and reduce the cost to serve.”
“Integrating the ServisBOT chatbot automation solution with Servicing Digital is yet another example of Black Knight’s open ecosystem that enables the delivery of innovative solutions to help servicers enhance engagements with their customers through their preferred digital channels,” said Black Knight Chief Digital Officer Sandra Madigan. “Not only can chatbot solutions improve the customer experience, they can also automate services to deliver greater efficiencies and lower operational costs.”
Using the power of Conversational AI, ServisBOT’s Conversational AI platform helps mortgage and loan servicers, banks and other financial services organizations deploy chatbots that automate customer engagement and processes (across multiple digital channels). ServisBOT’s innovative technology enables secure integration with enterprise systems such as Black Knight. The technology is being used with great success by leading mortgage servicers in the US. ServisBOT has operations in the US and Europe.