Conversational AI improves customer experience
乐鱼（Leyu）体育官网 helped a mortgage underwriter pilot automation for providing customers with faster access to information.
Client
U.S.-based mortgage originator and underwriter
Sector
Financial services
Project
Virtual assistant proof of concept
Client challenge
Our client is a financial services organization that works with mortgage lenders to buy single- and multi-family mortgages across the United States. It promotes mortgage market liquidity聽and makes funding more available to聽borrowers by purchasing mortgage-related聽securities.聽
Loan seller and servicer expectations are increasing. They want faster information access. This company's leaders realized its contact center model wasn鈥檛 delivering the level of service its customers expected.
As contact center agents deal with customers each day, they constantly referenced complex, legal process documents, such as seller servicer guides, a labor-intensive and repetitive聽task that kept them from more strategic work.聽
乐鱼（Leyu）体育官网鈥檚 extensive work with data governance and cloud development experience for creating AI applications on Amazon Web Services helped fulfill this client鈥檚 needs.
Approach
The 乐鱼（Leyu）体育官网 team worked with the client to build a conversational virtual assistant proof of concept to demonstrate the capabilities of artificial intelligence. The virtual assistant would provide the client鈥檚 customers an around-the-clock, self-serve option for answers and a better overall experience at a lower cost for the client.
To create the virtual assistant proof of concept, the 乐鱼（Leyu）体育官网 team:聽
1
Defined use cases based on typical customer use, designed software bot and client profiles, and developed design principles and interaction flow for a conversational user experience.聽
2
The 乐鱼（Leyu）体育官网 and client team collaborated to select the cloud聽platform, architect technology platform components, and construct the virtual agent through a series of Agile development sprints to operate on their Amazon Web Services cloud platform.聽
3
The team also developed a roadmap outlining skills, process, and governance considerations needed to train the virtual agent.
Benefits to client
For this client, the 乐鱼（Leyu）体育官网 team developed a virtual assistant proof of concept to demonstrate the capabilities of artificial intelligence and a roadmap for training it over time. The virtual assistant proof of concept is based on typical client profiles and interaction flow for a conversational user聽experience. It can operate on the client鈥檚 Amazon Web Services cloud platform.
When implemented, the virtual assistant can provide 24x7x365 customer support to locations across the United States, reducing the demand for staff. It can augment human contact center workers by answering routine customer questions allowing existing staff to focus on complex questions and managing the聽knowledge base. Virtual agent responses will be consistent and come from a broad knowledge base.
1
The virtual assistant can provide 24x7x365 customer support to locations across the United States, reducing the demand for staff.聽
2
It can augment human contact center workers by answering routine customer questions allowing existing staff to focus on complex questions and managing the聽knowledge base.聽
3
Virtual agent responses will be consistent and come from a broad knowledge base.
乐鱼（Leyu）体育官网 insights
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The 乐鱼（Leyu）体育官网 team brought significant data analytics, technology, and industry experience to help the client determine a solution to a complex business issue. Our extensive work with data governance and cloud development experience for creating AI applications on Amazon Web Services helped fulfill the client鈥檚 needs. We drew upon technical and design know-how to successfully create and implement a conversational virtual agent the client can use company-wide, and we applied data science knowledge for constructing formative processes to maintain and train the AI system.
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The company鈥檚 innovation lab asked 乐鱼（Leyu）体育官网 to explore automation options that could improve the process. They hoped a conversational, artificial intelligence-powered virtual agent could help call center workers answer questions聽and guide their customers.
Meet our team
Robert Parr
Principal, Advisory Chief Data Officer, 乐鱼（Leyu）体育官网 US
Robert Parr
Principal, Advisory Chief Data Officer, 乐鱼（Leyu）体育官网 US