Summary
A leading U.S. mortgage company successfully reduced operational costs and improved lead conversion by implementing an efficient voice and chatbot solution, with Sonata’s expertise in application engineering. This solution enabled 24/7 support and streamlined operations, driving significant gains in productivity and customer service efficiency.
Client Overview
A leading U.S. mortgage company that offers a range of home loan products and engages in acquiring newly originated U.S.
residential mortgage loans from small banks and independent originators.
Headquarter
California
Revenue
$490+ Million
Lines of Business
Residential
Mortgage Loans
Solutions
Sonata implemented a voice and chatbot solution to handle loan application queries efficiently. The process flow is as follows:
- Users initiate interest in a new loan through the chat interface.
- The chat interface connects with Amazon Lex via APIs to identify the user’s intent.
- Amazon Lex collects user input through slot-filling and communicates with AWS Lambda to fulfill the intent.
- AWS Lambda queries Amazon RDS to retrieve or store user and loan data.
- The processed data is returned to Amazon Lex and sent back to the chat interface, completing the user query seamlessly.
Pressure Points
Assigning a dedicated customer service
executive to each loan led to high
operational costs
The customer sought to reduce
operational expenses while improving
lead conversion rates
Results that Speak Volumes
Round-the-clock support
availability through
chatbot
Reduce the workload of
customer service team
Decrease in
operation
Increase conversion
ratio
