Carrington partners with Kastle to deploy AI agents. Deployment targets contact center volume, quality control and faster handle times across government and conventional loan portfolios Article Summary. Carrington Mortgage Services selected Kastle as its enterprise AI agent partner. The rollout adds autonomous servicing and collections agents plus agent assistance tools to improve borrower support and efficiency. AI Summary Carrington Mortgage Services announced Wednesday a key step in expanding its artificial intelligence strategy, selecting Kastle as its enterprise AI agent partner to automate servicing workflows and enhance borrower support. The partnership will bring Kastle's AI agents into Carrington's contact center and borrower-facing servicing operations, where the technology will handle high-volume interactions and provide quality control coverage across customer conversations. Carrington said the partnership is part of a broader effort to modernize its technology infrastructure across government and conventional loan servicing portfolios. The company is implementing two layers of Kastle's AI platform: autonomous customer service and collections agents designed to resolve borrower interactions without human intervention; and agent-assist tools intended to support contact center employees by reducing handle times and improving performance. "Kastle stood out because they are specialized in the mortgage servicing space, and have received strong positive feedback from clients already using their solution," Elizabeth Balce, executive vice president of loan servicing at Carrington Mortgage Services, said in a statement. "We needed a partner with both proven performance and deep domain expertise at scale." Balce said Carrington views artificial intelligence as a key component of its servicing strategy, helping reduce manual processes while allowing employees to better support borrowers. The partnership comes as mortgage servicers increasingly explore artificial intelligence tools to improve operational efficiency, customer engagement and compliance oversight. "Carrington is setting the standard for what AI-native mortgage servicing should look like at scale," Rishi Choudhary, co-founder and CEO of Kastle, said in a statement. "We're proud to support an operating model that combines Carrington's expertise in consumer loan servicing with enterprise-grade AI infrastructure built for the regulatory and operational realities of U.S. mortgage servicing." Carrington said the deployment will support its ongoing efforts to create a more automated and technology-driven servicing model.

Carrington Mortgage Services has partnered with Kastle to deploy AI agents across its servicing operations. The collaboration will see Kastle's technology implemented in Carrington's contact centre and borrower-facing services, automating workflows and providing quality control coverage on customer interactions. Carrington is deploying two components of Kastle's platform: autonomous customer service and collections agents that resolve interactions without human intervention, and agent-assist AI that works alongside human staff to reduce handling time. Elizabeth Balce, EVP of Loan Servicing at Carrington, cited Kastle's mortgage servicing specialisation and positive client feedback as key factors in the selection. The partnership forms part of Carrington's broader technology modernisation effort across its government and conventional servicing operations. Kastle's platform uses Safe Execution Procedures, designed to enable agents to complete complex transactions with mortgage-specific compliance built in.