Carrington Taps Kastle for AI Agents in Mortgage Servicing

Carrington Mortgage Services announced on Wednesday its partnership with Kastle to integrate enterprise AI agents into its operations, aiming to automate servicing workflows and improve borrower support. This collaboration will introduce Kastle's AI agents into Carrington's contact center and borrower-facing servicing departments, where they will manage a high volume of interactions and ensure quality control across customer communications. The initiative is part of Carrington's wider strategy to modernize its technology infrastructure for both government and conventional loan servicing portfolios.

Carrington plans to implement two distinct layers of Kastle's AI platform. The first layer will consist of autonomous customer service and collections agents designed to resolve borrower inquiries without requiring human intervention. The second layer will provide agent-assist tools to support contact center employees by decreasing handle times and boosting overall performance. Elizabeth Balce, executive vice president of loan servicing at Carrington Mortgage Services, stated that Kastle was chosen for its specialization in mortgage servicing and positive client feedback, emphasizing the need for a partner with proven performance and deep domain expertise.

Balce further elaborated that Carrington considers artificial intelligence a critical element of its servicing strategy, enabling the reduction of manual processes and allowing employees to provide enhanced support to borrowers. This partnership emerges as mortgage servicers are increasingly exploring AI tools to boost operational efficiency, customer engagement, and compliance oversight. Rishi Choudhary, co-founder and CEO of Kastle, commented that Carrington is establishing a benchmark for AI-native mortgage servicing at scale, combining Carrington's servicing expertise with enterprise-grade AI infrastructure.