This white paper by Sutherland explores how conversational AI and chatbots enhance customer satisfaction and retention, especially in mortgage services. By automating routine inquiries, chatbots free up agents for complex tasks, cut costs, and boost efficiency. The TMS Carebot case study shows how chatbot deployment reduced call volumes, improved CSAT, and handled 3.5x more queries than agents. The paper details development stages—discovery, scripting, testing—and highlights live agent handoff strategies. Overall, it positions AI-powered chatbots as key tools for modernizing service and meeting rising self-service expectations.

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