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Carrington Mortgage Services partners with Kastle on AI agents
The deployment will add autonomous customer service and collections agents to Carrington’s contact center, alongside tools meant to cut contact-center handle times and strengthen quality control.
Carrington Mortgage Services selected Kastle as its enterprise AI agent partner to expand the servicer’s use of automation in borrower support, servicing workflows, and collections. HousingWire reports the rollout will bring Kastle’s AI agents into Carrington’s contact center and borrower-facing operations.
The partnership includes two layers of Kastle’s AI platform: autonomous customer service and collections agents designed to resolve high-volume borrower interactions without human intervention, plus agent-assist tools intended to support contact center employees by reducing handle times and improving performance.
Carrington said the project is part of a broader effort to modernize its technology infrastructure across government and conventional loan servicing portfolios. The company also said the AI rollout will provide quality control coverage across customer conversations.
Carrington’s executive vice president of loan servicing, Elizabeth Balce, said the servicer chose Kastle based on mortgage servicing specialization and feedback from clients already using the solution, while Kastle’s CEO Rishi Choudhary said Carrington is moving toward an AI-native servicing model built for the regulatory and operational realities of U.S. mortgage servicing.