Intercontinental Exchange (ICE) unveiled new artificial intelligence (AI)-powered voice and chat agents for mortgage servicing at its ICE Experience 2026 conference. This initiative marks the next phase of ICE's strategy to automate servicing workflows and reduce operational costs.
The tools, currently in beta testing, help homeowners manage loans through natural-language interactions. They also enable servicers to handle call volumes more efficiently and lower the cost per loan. ICE also announced the immediate availability of 16 exception-based servicing automation agents.
This rollout builds on ICE’s recent modernization of its MSP servicing platform, which introduced a redesigned user experience and expanded automation capabilities. These updates aim to reduce manual workloads and improve efficiency.
“Last month, we announced the transformation of MSP’s user experience. Now we are building on that with responsible automation- and AI-driven productivity agents,” Bob Hart, president of ICE Mortgage Technology, said.
The new AI agents integrate with MSP, ICE’s core servicing system used by mortgage lenders and servicers to manage loan portfolios. The voice agent functions as an AI-powered call center assistant, capable of handling thousands of simultaneous interactions. It answers borrower questions on topics such as escrow and private mortgage insurance, and assists with tasks like payments and autopay enrollment. Calls requiring human support escalate with full context.
ICE also introduced a chat agent embedded within its Servicing Digital platform. This allows borrowers to access account details, retrieve documents, and complete common servicing tasks through conversational prompts. The chatbot also guides borrowers through refinance options, including rate-and-term and cash-out scenarios.
On the operations side, ICE launched 16 exception-based automation agents built within its Business Intelligence platform. These tools apply predefined rules to automate complex servicing processes. Examples include identifying loans impacted by Federal Emergency Management Agency (FEMA)-declared disasters and adjusting home equity line of credit (HELOC) limits based on borrower credit scores. ICE Aurora, the company’s enterprise AI framework, powers these new capabilities.
