Support active borrowers

Handle every active-borrower query: balances, statements, payment dates, direct debit, settlements, and more. Real time, every channel.

What it does

Active borrowers have small, frequent questions that pile up across the life of a loan. Statement queries, payment date changes, address updates, early settlement quotes. Each one is short. Together, they are most of your inbound volume.

The Gradient Labs AI agent handles every active-borrower query in real time, on the channel the borrower prefers. Balances and statements explained, payment dates moved, direct debit or autopay updated, settlement figures generated, contact details refreshed. Hardship and complaint signals route to humans the moment they appear.

How it works

The agent answers across voice, SMS, and email, runs the IDV your policy requires, and pulls live account data before any answer leaves its mouth. Statement and balance queries are answered from your servicing system. Payment-date changes, direct debit or autopay updates, and contact-detail refreshes go through the same APIs your team uses.

Where the borrower's situation has changed (job loss, illness, separation), the agent screens for hardship and routes to the right procedure. Where the borrower is unhappy with how something has been handled, complaint indicators trigger your complaints workflow. Every interaction is logged against the account and counts toward your servicing audit trail.