PHH Mortgage has enhanced its proprietary artificial intelligence (AI) assistant, LASI, expanding the tool’s capabilities within its LoanSpan client analytics platform as the company continues investing in automation and self-service technology for mortgage servicing clients.
LASI, which stands for LoanSpan AI, was originally introduced in February 2025 to help subservicing clients quickly locate operational and portfolio information.
The updated AI assistant now allows clients to retrieve call recordings and access detailed loan-level information on demand, improving visibility into borrower interactions and portfolio performance. The enhancements are designed to streamline quality reviews, audit processes, and escalation handling while reducing the need for manual searches across multiple systems.
The assistant can retrieve insights from hundreds of internal documents — including policies, procedures, presentations, and client communications — while interpreting complex or unstructured questions and delivering relevant answers in real time. The platform also includes built-in security features and escalation pathways to connect users with client relations teams when needed.
“The latest updates to LASI underscore PHH’s commitment to leveraging technology that ultimately enhances the client experience and partnership through transparency,” said Walt Mullen, executive vice president and chief strategy officer at Onity Group. “Our continuous innovations aim to make it more simple and more efficient for our clients to access the information they need, whenever they need it, with significantly less effort, 365 days a year, 24/7.”
The AI assistant operates within LoanSpan, PHH’s proprietary knowledge and reporting platform, which provides centralized access to portfolio data, customizable dashboards, and key performance metrics. The system serves as a unified hub for monitoring loan performance and customer interactions, allowing servicing clients to evaluate trends and respond more efficiently to operational issues.
The move highlights the growing role of AI in mortgage servicing, where firms are increasingly deploying intelligent assistants to automate information retrieval, enhance reporting capabilities, and improve operational efficiency.
PHH said LASI represents an ongoing investment in AI-driven innovation aimed at strengthening client experience and modernizing servicing workflows across its platform.
