Carrington Mortgage Services is deploying artificial intelligence agents across its contact center and borrower-facing servicing operations, including technology designed to resolve certain customer service and collections interactions without human intervention.
The mortgage servicer selected Kastle as its enterprise AI agent provider, the companies announced. Carrington will deploy autonomous agents alongside agent-assist technology used by its human contact-center employees.
The autonomous agents are intended to complete high-volume customer service and collections workflows from beginning to end. The agent-assist system is designed to reduce call-handling times and improve employee performance, according to the announcement.
Kastle’s platform will also provide quality-control coverage across every customer interaction. That represents a potential departure from traditional servicing quality-control programs that review only a sample of calls or transactions, giving Carrington the ability to monitor interactions more broadly for performance and compliance issues.
“We needed a partner with both proven performance and deep domain expertise at scale,” said Elizabeth Balce, executive vice president of loan servicing for Carrington. “Looking ahead, we see AI as a core enabler of mortgage servicing transformation — enabling us to reduce manual touchpoints and help our teams better support our customers.”
Carrington specializes in servicing Ginnie Mae-backed mortgages and also maintains conventional servicing operations. The company described the deployment as part of a broader modernization of its servicing technology.
Rather than limiting AI technology to call summaries, employee prompts or back-office automation, Carrington plans to place AI directly into regulated borrower interactions — including collections.
That creates opportunities to lower servicing costs, shorten response times and apply quality-control reviews more consistently. It also raises the stakes surrounding escalation procedures, error correction and human oversight, particularly when an automated agent encounters a distressed borrower or a complicated loss-mitigation request.
For originators, those servicing interactions can influence the borrower’s perception of the company that made the loan. Poor post-closing experiences can undermine referral relationships and future recapture opportunities even when the originator no longer controls the account. Faster and more consistent servicing, meanwhile, could help lenders protect those relationships.
Kastle said its agents operate through what it calls “Safe Execution Procedures,” a controlled model intended to guide the completion of complex, multistep transactions and embed mortgage-specific compliance requirements into the process. The effectiveness of those controls will ultimately depend on how the technology performs in live borrower interactions and how Carrington handles exceptions requiring human judgment.
Kastle said its technology is already in production at eight of the 25 largest U.S. mortgage servicers. The company did not disclose financial terms of its agreement with Carrington.
*This article was primarily written by a human author. AI tools were used in a limited capacity for research assistance or light editing.
