- Case Study 01
- Mortgage & Loan Processing
- India
AI IVR Automation for Mortgage Verification
A leading mortgage servicer was spending 20–30 minutes per verification call. We cut that to under 5 minutes — with no human involvement.
Headline results
- Faster per verification
- 80%
- Cost reduction
- 60%
- Processing capacity
- 3×
The situation
The Problem
Verifying mortgage accounts required human operators to call bank helplines, navigate complex IVR menus, wait for responses, and manually record data. At high volume, this was slow, expensive, and impossible to scale without hiring.
WHAT WAS BREAKING
- 20–30 minutes per verification call, every call, every day
- 100% human dependency — operators tied up on hold
- 3–5% data entry error rate causing re-verifications
- Scaling meant hiring more operators — costs compounded
What we built
What We Built
An AI-powered IVR automation engine that handles the entire verification workflow autonomously — from dialing the bank helpline to extracting data and updating the mortgage system.
THE SYSTEM
- Automated call dialing with intelligent retry logic
- Hybrid DTMF + speech recognition to navigate any bank IVR
- NLP-powered data extraction — balance, status, due dates, account details
- Real-time validation and direct entry into the mortgage processing system
- Full audit logging — recordings, transcriptions, extracted data — for compliance
- Smart exception flagging when human review is genuinely needed
Afterwards
Results
| Metric | Before | After |
|---|---|---|
| Average verification time | 20–30 minutes | Under 5 minutes |
| Human involvement | 100% manual | Less than 10% |
| Data capture error rate | 3–5% | Below 1% |
| Cost per verification | Baseline | 60% reduction |
| Processing capacity | Limited by team size | 3× without new hires |
In their words
"EdFoal's AI-IVR system transformed how we handle mortgage verifications. Our teams now focus on high-value tasks while the AI handles repetitive work with speed and accuracy."