As artificial intelligence continues to reshape how servicers operate, Cornerstone Servicing President Toby Wells maintains the most important question isn’t what AI can do. It’s how servicers use it to create a better homeowner experience.
MBA NewsLink recently sat down with Toby for his insights on how AI can help subservicers scale their customer service operations. For example, automating time-consuming tasks such as loan-level research and summarizing calls allows customer service team members to focus their time and attention on helping people and nurturing customer relationships.
“AI’s role is to enhance human interaction, not replace it. When used responsibly, it gives our people the tools and insight to focus more on what matters most: building trust and delivering an exceptional experience for every customer, every time.” – Toby Wells
In the full conversation, Toby shares:
- Where AI is making the biggest impact in servicing today
- How virtual assistants can complement (not replace) human interaction
- Safeguards needed to ensure AI systems remain transparent and fair
- How AI can support efficient, precise service to strengthen customer trust
Read the full Q&A to discover how Cornerstone Servicing is combining people and smart technology to elevate every customer experience.