The article discusses insights from leaders in the reverse mortgage sector about technology's role in enhancing customer experiences. Brian Conneen from Finance of America indicates that digital engagement is now a customer expectation, similar to mainstream lending. Meanwhile, Bill Packer from Longbridge Financial highlights the implementation of AI, specifically a chatbot named Bridget, to simplify interactions for clients, indicating ongoing development and positive feedback. This evolution in technology aims to merge digital and traditional customer service effectively, ensuring all preferences are catered to.
"Digital customer experiences allow willing customers to self-serve parts of the originations process while still having access to knowledgeable representatives."
"We've piloted the technology with a select group of clients, and we'll soon make the chatbot capability available for general use. The feedback has been extremely positive."
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