New American Funding partners with Kastle to deploy AI agents

New American Funding announced on Thursday that it is partnering with Kastle as the independent mortgage lender expands its use of artificial intelligence across the enterprise.

Kastle’s voice AI technology will handle end-to-end customer interactions, reduce hold times and provide a 24/7 self-service channel. The AI agents are designed to allow New American Funding to handle more calls while freeing operations teams to focus on complex customer situations.

“Kastle AI enables us to serve each customer with greater speed and consistency throughout the life of their loan,” Christy Bunce, president of New American Funding, said in a statement. “As a pioneer in AI enablement for our borrowers and employees, we chose Kastle for its ability to tailor AI agents to our needs, with the flexibility to test and refine each solution before it goes live.”

The partnership is also aimed at maintaining compliance and consistent service as customer contact volumes increase.

Kastle’s AI agents are built for consumer lending workflows and use what the company calls Safe Execution Procedures (SEPs) to complete complex, multistep mortgage transactions consistently.

Its Compliance Engine incorporates regulatory requirements into the execution layer, which Kastle said is designed to provide consistent service across customer interactions regardless of the time of day.