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New American Funding partners with Kastle to deploy voice AI agents
The voice agents are designed to handle end-to-end customer interactions and add 24/7 self-service while incorporating compliance procedures for multistep mortgage transactions.
New American Funding said it has partnered with Kastle to expand its use of enterprise AI, deploying voice agents intended to manage end-to-end customer interactions for mortgage customers. The lender expects the setup to reduce hold times and introduce a 24/7 self-service channel, while scaling contact volumes as demand grows.
According to HousingWire, the AI agents are built to allow New American Funding to handle more calls while freeing operations teams to focus on more complex customer situations. The companies also said the deployment is designed to maintain compliance through built-in procedures used during customer interactions.
HousingWire reports that Kastle’s voice AI is geared to consumer lending workflows, using what it calls Safe Execution Procedures to complete complex, multistep mortgage transactions consistently. Kastle said its Compliance Engine incorporates regulatory requirements into the execution layer to support consistent service regardless of the time of day.
In remarks carried by HousingWire, New American Funding President Christy Bunce said the company chose Kastle for the ability to tailor agents to its needs and test and refine solutions before they go live. Kastle CEO Rishi Choudhary added that the partnership aims to deliver greater speed and consistency without compromising on compliance or control.