Case Study: Valon deploys Decagon AI voice agents for mortgage servicing
Key results
The challenge
Mortgage servicing generates high, fluctuating inbound call volumes that are difficult to staff, with peaks at the start and middle of each month and when new loans onboard. The regulated nature of the industry demanded accuracy, transparency, and compliance from any AI solution.
The solution
Valon selected Decagon's AI voice agents, fine-tuning the voice model for accurate number handling, regulatory precision, and rigorous automated and manual QA, and opened its mortgage servicing system of record and APIs to accelerate development.
“Decagon showed us that speed and compliance don't have to be at odds. They navigated the regulatory challenges of mortgage servicing while keeping up with Valon's pace of innovation, driving higher deflection and sustaining a great customer experience.”
JHJonathan HsuCo-founder, Valon
The results, in context
The case study reports 50%+ deflection on inbound voice, even while onboarding 80,000 loans in a single month, with CSAT maintained at about 90% and average seconds to answer under one minute during call volumes 2-3x higher than before.