Partnership with AllCloud brings real-time borrower context to loan servicing agents, reducing internal support tickets and maintaining a compliant record of every agent interaction
LoanPro, the modern lending and credit platform, announced results from an AI-native summary interface built in partnership with AllCloud and Amazon Web Services (AWS), reducing customer call times by up to 15% for agents using the tool.
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“Agents shouldn’t have to hunt for answers while a borrower is waiting on the line,” said Colin Terry, Chief Product Officer at LoanPro.
Loan servicing agents have traditionally had to piece together a borrower’s full account history – payment records, missed payments, returned fees – by hand during live calls, slowing resolution times and adding friction to already difficult conversations. Through the AWS Generative AI Innovation Center, LoanPro worked with AllCloud to build an interface, powered by Anthropic’s Claude, that turns that raw account data into a clear, readable borrower story agents can act on immediately.
“Agents shouldn’t have to hunt for answers while a borrower is waiting on the line,” said Colin Terry, Chief Product Officer at LoanPro. “This gives them the full picture instantly, so the conversation can focus on solving the borrower’s problem instead of finding the information to solve it.”
The tool gives agents the ability to “talk to the loan,” surfacing account details in plain language rather than requiring them to navigate multiple systems and screens. It also maintains a compliant record of every action an agent takes while on a call, giving lenders a full audit trail of the interaction.
“Lenders are sitting on enormous amounts of data that’s hard to act on in the moment,” said Peter Nebel, CTO, at AllCloud. “We built this with LoanPro to close that gap – giving agents a real-time, conversational view into the loan itself, right when a borrower needs an answer.”
Since launching the tool, LoanPro has seen a corresponding drop in internal support ticket volume, as agents and lenders resolve issues directly through the interface rather than escalating.
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