On December 14th, Karaline Venezia, Strategic Account Director, presented a demo of Capacity at Digital Mortgage. She explained how Capacity can help sellers and borrowers get instant answers to common questions and assist with repetitive tasks. Support automation can help lenders improve the lender and borrower experience. Read on to discover how Capacity can help borrowers and your support team.
Capacity is an AI-powered mortgage support automation platform that connects your entire tech stack to answer questions, automate repetitive support tasks, and build solutions to any business challenge.
Capacity provides everything you need to support your borrowers, sellers, and support staff in one powerful platform.
Capacity can effortlessly answer repetitive questions and automate workflows for lenders and loan officers. Using AI and machine learning, Capacity continuously grows the more you use the platform. Mortgage professionals use Capacity to effortlessly tap into key systems like Encompass and AllRegs to provide real-time access throughout the entire loan life cycle.
Capacity’s chatbot functionality is completely customizable, so you can match your company’s branding and messaging. The goal is for Capacity to be top-of-mind for employees, instead of reverting to opening another ticket. Capacity can easily be added to communication platforms like Microsoft Teams or Slack, so employees can quickly ask their questions.
Common use cases for Capacity internally include access to company intranet resources and leveraging clocking in and out capabilities. For example, you can ask “What are the company holidays?” or “What is my PTO balance?” The platform can also integrate with common loan origination systems to assist with mortgage specific questions, such as, “What is the status of the Johnson loan?” Capacity will pull information from the LOS and populate it directly in the chat window. No need to call underwriting!
Another use case Capacity can help with is LOS support. One of the most common questions Capacity can help with are Mavent error codes. On Capacity, you can search for Mavent error codes through a pre-populated list, and once the correct one is selected, Capacity will help you triage and guide you through any next steps.
With a mortgage support automation platform like Capacity, borrowers can benefit from a superior customer experience with 24/7 tier-0 support. Capacity connects apps, mines documents, captures tacit knowledge, and automates processes—all through a mobile-friendly chat interface. Capacity’s conversational interface is easily embedded right on your website.
Capacity assists your team by answering common questions and repetitive tasks. With guided conversations and knowledge bases, Capacity can help answer questions for borrowers instantly. The Capacity platform can answer more than 90% of your FAQs without human involvement through an all-in-one helpdesk, and free up your team’s time for relationship building and revenue generating activities.
From loan origination to servicing, Capacity can help borrowers in several ways. One use case for Capacity is the ability to help with lead routing. Through guided conversations, Capacity can help gather information from prospective borrowers and send information directly to loan officers. It’s important to remember that the Capacity platform is customizable.
Capacity provides mortgage support automation and process automation for lenders. Through support automation, mortgage companies realize a drastic reduction in emails, phone calls and tickets while providing faster response times. Through process automation, mortgage companies reduce the time spent on repetitive tasks and eliminate bottlenecks, freeing up their time for relationship building and revenue generating activities.
If you’re ready to see what Capacity can offer for your team, request a demo today!