Servbank Partners with Sutherland to Achieve 30% Monthly Service Cost Savings with Conversational AI

Client Overview

Servbank is a mortgage servicer committed to helping customers “own a piece of the American pie” by offering comprehensive homeownership solutions.

The Challenge

Tackling Call Volume Surges and Elevating the Customer Experience

Servbank struggled with major spikes in account-related inquiries, particularly during the early days of each month when payment due dates triggered heightened customer activity. Although self-service payment options were available, a large volume of simple yet critical queries overwhelmed support channels, leading to unresolved issues, increased wait times, and growing customer dissatisfaction.

Beyond call center congestion, Servbank also grappled with other service challenges: delayed email response times, scheduling conflicts for property inspections, and persistent issues managing recurring payment cancellations. These compounding service gaps underscore the urgent need for a more efficient, customer-centric solution to enhance responsiveness and protect customer loyalty.

Sutherland Solution

Implementing Intelligent Automation for Proactive Support

Sutherland collaborated with Servbank to deploy a comprehensive strategy centered on intelligent automation:

1. Development of a Customer-Facing Chatbot
   Designed and implemented a conversational AI chatbot powered by machine learning to handle frequently asked questions and provide self-service options for customers.
   
2. Real-Time Interaction Analysis
   Scanned agent-customer interactions across all channels to predict potential negative outcomes and identify areas for improvement.
   
3. Agent Training Enhancement
   Provided agents with insights from customer interactions and tips to guide customers effectively, improving overall service quality.

The Outcome

Empowering Proactive Customer Support Through Intelligent Automation

Sutherland partnered with Servbank to design and implement a comprehensive, future-ready support strategy driven by intelligent automation. The initiative focused on three key pillars:

1. Customer-Facing Virtual Assistant Development
   Sutherland designed and deployed a conversational AI-powered virtual assistant, leveraging advanced machine learning to handle frequently asked questions and offer self-service options. This streamlined customer interactions, reduced wait times, and empowered users to quickly resolve simple inquiries on their own.
   
2. Real-Time Interaction Intelligence
   The solution continuously monitored agent-customer interactions across all communication channels, enabling early detection of potential dissatisfaction. By proactively identifying negative sentiment trends and service gaps, Servbank could intervene before issues escalated, significantly enhancing customer experience.
   
3. Agent Enablement Through Data-Driven Coaching
   Insights gleaned from real-time interactions were channeled into actionable guidance for service agents. This included tailored coaching tips and communication strategies, helping agents engage more effectively with customers and deliver consistently higher service quality.