Longbridge Financial, a national mortgage lender and servicer, has launched AI-powered voice agents to enhance its reverse mortgage servicing operations for older Americans, marking an early adoption of advanced AI voice technology within the sector.
The newly deployed AI voice agents, named Mr. and Mrs. Bridges, are specifically trained on reverse mortgage servicing topics. Their primary function is to address and resolve borrower inquiries comprehensively, introducing an always-on servicing model. This initiative comes as the reverse mortgage sector has seen limited adoption of AI voice technology.
Initially, the system focuses on outbound calls to assist customers with routine servicing requirements. These include confirming occupancy and guiding them through the repair process to finalize funds allocated at origination. The system operates on an agentic AI framework, allowing it to manage servicing interactions independently, discern tone, identify keywords, and assess complexity. When necessary, it can seamlessly transfer callers to a live servicing professional.
Bill Packer, Chief Operating Officer of Longbridge Financial, commented on the strategic investment, stating, “As borrower expectations continue to evolve, servicing models have to evolve with them. 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 became operational in January, following an extensive period of evaluation and testing. Longbridge’s servicing team maintains continuous oversight, monitoring and reviewing all interactions to ensure accuracy, compliance, and ongoing system improvement, with human involvement integrated throughout the process.
Richard Burke, Senior Vice President of Servicing and Operations at Longbridge Financial, remarked, “Reverse mortgage servicing has long been constrained by systems and processes built for a different era. 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 Financial plans to expand the application of these AI voice agents across additional customer-facing functions as part of its broader servicing strategy. Longbridge Financial, LLC (NMLS #957935), established in 2012, specializes in home equity solutions designed for older homeowners, aiming to facilitate secure retirement through flexible and responsible lending. The company emphasizes education, innovation, and transparency.
