Carrington partners with Kastle to deploy AI agents

Carrington Mortgage Services announced Wednesday a key step in expanding its artificial intelligence strategy, selecting Kastle as its enterprise AI agent partner to automate servicing workflows and enhance borrower support.

The partnership will bring Kastle’s AI agents into Carrington’s contact center and borrower-facing servicing operations, where the technology will handle high-volume interactions and provide quality control coverage across customer conversations.

Carrington said the partnership is part of a broader effort to modernize its technology infrastructure across government and conventional loan servicing portfolios.

The company is implementing two layers of Kastle’s AI platform: autonomous customer service and collections agents designed to resolve borrower interactions without human intervention; and agent-assist tools intended to support contact center employees by reducing handle times and improving performance.

“Kastle stood out because they are specialized in the mortgage servicing space, and have received strong positive feedback from clients already using their solution,” Elizabeth Balce, executive vice president of loan servicing at Carrington Mortgage Services, said in a statement. “We needed a partner with both proven performance and deep domain expertise at scale.”

Balce said Carrington views artificial intelligence as a key component of its servicing strategy, helping reduce manual processes while allowing employees to better support borrowers.

The partnership comes as mortgage servicers increasingly explore artificial intelligence tools to improve operational efficiency, customer engagement and compliance oversight.

“Carrington is setting the standard for what AI-native mortgage servicing should look like at scale,” Rishi Choudhary, co-founder and CEO of Kastle, said in a statement. “We’re proud to support an operating model that combines Carrington’s expertise in consumer loan servicing with enterprise-grade AI infrastructure built for the regulatory and operational realities of U.S. mortgage servicing.”

Carrington said the deployment will support its ongoing efforts to create a more automated and technology-driven servicing model.

This article was generated using HousingWire Automation and reviewed by a HousingWire editor before publication.