Early adoption of always-on AI voice support reflects Longbridge’s focus on modernizing senior home equity servicing
Longbridge Financial, a national mortgage lender and servicer specializing in home equity solutions for older Americans, has deployed one of the first AI-powered voice agents to support reverse mortgage servicing customers, introducing an always-on servicing model at a time when adoption of AI voice technology in the reverse mortgage sector remains limited.
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Longbridge Financial is modernizing the servicing experience for older homeowners with AI voice agents trained specifically on reverse mortgage servicing topics.
The AI voice agents, known as Mr. and Mrs. Bridges, are trained specifically on reverse mortgage servicing topics and are designed to resolve borrower inquiries end to end. The initial phase of the deployment includes agents that place outbound calls to support customers with common servicing needs, such as confirming occupancy and completing the repair process to close out funds set aside at origination. Built on an agentic AI framework, the system independently manages servicing interactions, detects tone, keywords and complexity, and seamlessly transfers callers to a live servicing professional when appropriate.
“As borrower expectations continue to evolve, servicing models have to evolve with them,” said Bill Packer, chief operating officer of Longbridge Financial. “We’re making this investment early because we’ve seen the impact our internal chat agent, Bridget, has had in helping employees quickly access information and support clients more effectively. We believe accessibility and availability through voice interaction will become baseline expectations for servicing, and this allows us to extend those same benefits directly to customers.”
The AI voice agents went live in January following months of evaluation and testing. All interactions are monitored and reviewed by Longbridge’s servicing team to help ensure accuracy, compliance and continuous improvement, with human oversight embedded throughout the process.
“Reverse mortgage servicing has long been constrained by systems and processes built for a different era,” said Richard Burke, senior vice president of servicing and operations at Longbridge Financial. “This technology allows us to rethink how servicing actually works — combining autonomous resolution, real-time judgment and seamless human handoff in a way that expands access without sacrificing care.”
Longbridge plans to expand the use of AI voice agents across additional customer-facing functions as part of its broader servicing strategy.
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