All use cases

Prevent / Care

Borrower servicing self-service

A borrower calls at 9pm to ask for their settlement figure and move a payment date — the agent verifies them, makes the change, and logs every word, without a queue.

Next best thingBehavioral triggerRisk triggerVoiceSMSEmailChatLending

What it does

Across the life of a loan a borrower has a steady stream of small, frequent questions: what's my balance, where's my statement, what's my settlement figure, can I move my next payment by a week. Each one is trivial on its own, but together they fill a servicing queue and the borrower waits on hold for a one-line answer. The agent handles these across voice, SMS, email and chat, verifies identity against live account data, executes the change in the conversation, and the moment it hears complaint language or a vulnerability signal — bereavement, financial abuse, coercion — it stops and routes straight to a specialist. Routine servicing self-serves with a full audit trail; the human team keeps the cases that need a human.

How it works

  1. 1
    Trigger. a borrower reaches in with a servicing request — a balance or statement question, a settlement-figure request, or a payment-date or direct-debit change — on any of the channels the lender owns.
  2. 2
    Decision. the agent verifies identity before reading anything back, pulls the live account state from the servicing system, and checks the request against what is permitted to self-serve; it scans the language for complaint or vulnerability indicators on every turn.
  3. 3
    Action. it answers from live data or executes the permitted change in-conversation — a moved payment date, an updated mandate — confirms the new state in plain language, and sends written confirmation on the borrower's channel.
  4. 4
    Follow-through. complaint or vulnerability language routes instantly to the right specialist with the full context attached; anything outside the self-serve envelope hands off to a human; every interaction, disclosure and change writes back to the servicing audit trail.
Example
BorrowerHi, I need my settlement figure and I want to push next month's payment back a week if I can.
AgentHappy to help — first let me verify you. Thanks, you're confirmed. Your settlement figure as of today is the balance plus accrued interest, and I can move your next payment to the later date you mentioned; your following payments stay on the usual schedule. Shall I make that change?
BorrowerYes please, do that.
AgentDone — your next payment is now the later date and I've sent written confirmation to your email. Anything else on the account?

Configuration

How the agent is wired for this use case.

Triggeran inbound servicing_request on voice, SMS, email or chat — a balance/statement/settlement query or a payment-date / direct-debit change request.
Tools & actions
  • Loan servicing system · read live balance, statement, accrued interest and settlement figure after identity verification
  • Identity verification service · authenticate the borrower before any account detail is disclosed
  • Loan servicing system · execute permitted changes in-conversation (payment-date move, direct-debit mandate update) and confirm the new state
  • Vulnerability classifier · scan every turn for complaint, bereavement, financial-abuse or coercion language and trigger a specialist route
  • Audit log · write every interaction, disclosure and account change to the servicing record
Autonomyread-only servicing answers run unattended under judge gating; any account-changing or money-affecting action runs only after identity verification and within the self-serve policy envelope, with anything outside it confirmed by or handed to a human. Complaint and vulnerability routing is mandatory and never suppressed.
Channelsvoice · sms · email · chat
Escalationcomplaint language, any vulnerability indicator (bereavement, financial abuse, coercion), or a request outside the permitted self-serve set hands off immediately to a specialist with full context.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

inbound servicing contacts across channels; intent classification (balance / statement / settlement / payment-date / mandate); complaint and vulnerability indicators detected per turn

Data

live account state (balance, schedule, accrued interest, settlement figure), verified borrower identity, contact and consent preferences, persistent memory of prior servicing contacts

Guardrails

identity verification before any account detail; a defined self-serve envelope for what the agent may change versus what must reach a human; mandatory complaint and vulnerability routing to specialists; full audit trail on every contact and change; no debt-collection or arrears handling in this flow

Metrics it moves

  • contact-ratedown: the high-frequency, low-complexity servicing questions self-serve instead of landing in the queue
  • time-to-resolutiondown: a verified answer or a completed change happens in the conversation, at any hour, with no hold time
  • csatup: borrowers get an immediate, accurate answer, and the moments that need human care are caught and routed rather than mishandled

Related use cases

Collect / Recover

Compliant collections and promise-to-pay

the arrears-side counterpart once an account is overdue

Onboard / Activate

KYC/KYB onboarding with document chase

the pre-funding verification flow this servicing layer follows

Win back

Borrower lifecycle reactivation

re-opening the relationship across the borrower lifecycle

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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