MReport Jan 2019

TheMReport — News and strategies for the evolving mortgage marketplace.

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4 | TH E M R EP O RT MTECH What the Industry is Talking About IPSOFT INTRODUCES 'CONVER- SATIONAL' BANKING SOLUTION POWERED BY AI. I Psoft announced the general availability of 1Bank, its first conversational banking solu- tion, powered by an advanced AI in the market, Amelia. With Amelia, customers can engage with their financial institutions through a next-generational Natural Language Interface (NLI) either by voice or chat. Through 1Bank, Amelia helps resolve complex customer questions using comprehensive dialogue. For example: "How much can I afford to pay for a new home?" Instead of providing a simple answer, Amelia will follow up with important questions, such as: "What is your annual salary?" or "How much of a down-pay- ment would you like to make?" "Customers no longer have to navigate a site, wait in long queues or scroll through endless account statements. With 1Bank, customers can get what they want in a natural way, a conversation. We are enabling any financial institution to provide their cus- tomers with their own personal banker around the clock, every day and minute," said Chetan Dube, CEO at IPsoft. "Customer support and self- service, when done right, can drive higher customer satisfaction. IPsoft's Amelia supports a variety of customer-facing scenarios with its natural language interface and artificial intelligence engine. Amelia can take the entirety of a conver- sation into account. At a recent event, IPsoft showed the solution it has deployed to a major European bank, which is using Amelia as a mortgage-qualifying engine," Forrester, a global research and advisory firm, commented. Amelia is also adept at offering customers the ability to switch contexts mid-conversation. For example, if a customer is applying for a new credit card, but realizes mid-way through the conversation that they want to use a different email address, they can go back and change addresses without beginning the whole process over. Rule-based chatbot and static Web interfaces are built around simple keyword recognition, but Amelia is able to discern human intentions from a wide spectrum of conversational inputs — every- thing from "How much money is in my checking account?" to "How much is in checking?" to "So, how much money do I have?" Furthermore, Amelia's advanced machine learning (ML) ability enables her to improve over time. Conversations may be escalated to human agents in cases where Amelia is not able to assist cus- tomers and silently observe the interaction in the background to add to her abilities. Celebrating a Milestone PADGETT LAW GROUP AN- NOUNCES 25 YEARS OF PROVIDING LEGAL FINANCIAL SERVICES. P adgett Law Group (PLG), a Legal League 100 mem- ber firm and a leading re- gional default services law firm serving the southeastern United States, is celebrating 25 years of service. PLG currently operates in Florida, Georgia, Tennessee, Arkansas, and Texas. "When I founded this firm 25 years ago, my vision was for a dynamic, responsive legal practice that despite success would never lose sight of our boutique, hands- on beginnings. That, and our focus on people, has remained a hall- mark of PLG throughout the years and I'm thrilled that this milestone comes on the heels of our expan- sion into the Texas market," said CEO Timothy D. Padgett. "Tim and I are fully focused on the development of PLG. We're continually developing and deepening our client relationships; developing our internal technol- ogy, processes, and staffing; and looking at our growth from a conservative, balanced approach to ensure we can meet clients' needs while maintaining the Padgett approach to how we do everything," said Robyn S. The Future Is Now Introducing the tech, tools, and advanced solutions that are innovating the industry.

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