Case studies
Transforming mortgage customer service with Codvo’s AI-driven contact center solution
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The client is a privately held mortgage banking firm with nationwide operations. They provide a diverse range of mortgage loans, catering to various needs.
Their offerings include conventional loans for standard home financing, VA loans for veterans and active military members, FHA loans for first-time homebuyers, USDA loans for rural properties, refinance loans for better terms or lower rates, and jumbo loans for high-value properties.
The project undertaken by Codvo.ai with this mortgage banking firm aimed to transform its customer service operations. The focus was on addressing challenges stemming from a fragmented and segmented approach that involved multiple external partners. These challenges included inconsistent customer experiences, reduced service efficiency and quality, lack of direct agent connectivity, and insufficient advanced IVR authentication.
The primary objective was to establish an in-house, integrated customer interaction framework and call center to address the deficiencies in direct agent connectivity, advanced IVR authentication, CRM system limitations, and to establish a comprehensive omnichannel strategy. Key issues included:
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Codvo developed a robust contact center solution to enhance customer service for a mortgage banking firm.
The solution utilized the following technologies: AWS Connect, Salesforce Service Cloud, Amazon Q, Amazon Contact Lens, Amazon Kinesis, Amazon Transcribe, CloudWatch, and various other AWS services and third-party integrations. AI integration included Amazon Q for real-time recommendations and conversational analytics, Amazon Contact Lens for speech analytics and quality management, and additional AI/ML capabilities for predictive analytics and intelligent decision-making.
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