Like most of its peers, top-five mortgage lender Newrez is prioritizing the use of artificial intelligence (AI) to provide call center representatives with real-time information on its policies, procedures, and guidelines to improve customers’ experience, according to its president, Baron Silverstein.

“From a prioritization perspective, we’re right now, with my management team, focused on customer and user experience. Our focus is on our servicing experience and our call center representatives. How we maximize when a call center representative is on the phone with the customer,” Silverstein said on Tuesday afternoon during HousingWire’s AI details ⇒

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