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Technology & Innovation

Behind Every Experience

The digital infrastructure and intelligent tools that power every borrower interaction at BrightShore.

Behind Every Interaction

BSM Chat Engage

Full-service mortgage servicing through chat.

BSM Chat Engage turns digital chat into a real servicing channel, not just a place to answer basic questions.

Built specifically for mortgage servicing, BSM Chat Engage allows borrowers to interact through secure, intelligent chat experiences that can support account questions, payment activity, document needs, servicing follow-up, and routing to the right resource when appropriate.

Each conversation is designed to be more than a message thread. With borrower verification, loan context, servicing knowledge, and configurable business rules, BSM Chat Engage helps create faster, clearer, and more useful digital interactions.

Secure borrower verification before account information is shared
Rich servicing responses with cards, tables, summaries, and action buttons
Payment support, account questions, and servicing follow-up
Document upload guidance and digital self-service support
Intelligent routing when human assistance is appropriate
Same servicing intelligence available across BrightShore digital channels

BrightShore Chat

Powered by BSM Chat Engage · Mortgage Servicing

Real-Time Translation

BSM Language Assist

Real conversations. Every language.

BSM Language Assist is an AI interpreter that joins live calls between your representatives and borrowers, delivering real-time translation across 81+ languages and 150+ dialects — accurately, securely, and with no hold times or third-party operators.

81+Languages Supported
150+Dialects Covered
<200msTranslation Latency
BSM Language Assist live translation experience
Secure & CompliantBank-level security and privacy
No Hold TimesInstant connection with zero wait
No Third-Party OperatorsAI-powered from start to finish
Accurate & ReliableBuilt specifically for mortgage servicing conversations

Behind Every Interaction

BSM Compose

Intelligent servicing through every written interaction.

The same mortgage-specific intelligence that powers BrightShore's conversational AI also powers written communications throughout the servicing lifecycle.

Rather than simply drafting emails, BSM Compose understands borrower intent, evaluates loan information, servicing history, active workflow status, investor requirements, and organizational business rules to determine the appropriate response and next action.

When appropriate, BSM Compose can prepare personalized borrower communications, respond to servicing inquiries, generate event-driven correspondence, initiate servicing workflows, communicate with attorneys and vendors, and support ongoing borrower engagement.

Responds to borrower inquiries using servicing context
Initiates servicing workflows when appropriate
Generates event-driven borrower communications
Routes lower-confidence communications for human review
Borrower Email

Escrow Question Received

Intent identified. Loan context reviewed. Draft response prepared.

↓
Confidence Review

92% Confidence

Response approved for delivery under configured rules.

↓
Next Action

Workflow Updated

Communication logged and servicing activity updated.

Behind Every Interaction

BSM Connect

Conversational AI agents built for mortgage servicing.

BSM Connect brings trained conversational AI agents into the servicing experience, giving borrowers immediate access to knowledgeable assistance across the moments that matter most.

These agents are built around mortgage servicing, not generic customer support. They can support borrower conversations across customer care, payments, collections, insurance, account servicing, retention, servicing follow-up, and appointment coordination.

Each interaction is guided by borrower intent, servicing context, loan data, workflow status, knowledge base rules, and configurable business logic, allowing conversations to move beyond simple answers into real servicing support.

When the right next step requires a person, BSM Connect can route the borrower to the appropriate servicing professional, coordinate an appointment with the borrower's assigned SPOC, or connect eligible borrowers with a licensed loan officer when appropriate.

24/7 conversational AI servicing agents
Customer care, payments, and account support
Collections and borrower follow-up conversations
Insurance and document-related support
Retention engagement and LO appointment coordination when appropriate
Intelligent routing to SPOCs and servicing professionals
Conversational AI AgentsBSM Connect
Customer Care AgentAnswers account, payment, statement, escrow, and servicing questions.
Collections AgentSupports payment conversations, commitments, reminders, and borrower follow-up.
Servicing Follow-Up AgentProvides timely follow-up on requested documentation, scheduled activities, payment milestones, and other servicing requirements.
Retention AgentIdentifies opportunities to connect eligible borrowers with licensed loan officers when appropriate.
SPOC Coordination AgentHelps coordinate appointments with the borrower's assigned SPOC when appropriate.
Understand
Assist
Route
Resolve

Behind Every Interaction

BSM Insights

Executive intelligence for portfolio performance, risk, retention, and compliance oversight.

BSM Insights gives servicing leaders a real-time view of what matters most across the portfolio.

Built for decision makers, BSM Insights brings together servicing data, borrower behavior, portfolio performance, operational activity, compliance monitoring, and risk oversight to help leaders identify trends, exceptions, and opportunities before they become larger business issues.

From high-priority retention opportunities and delinquency movement to CPR, roll rates, default trends, SLA performance, and Operational Integrity Testing, BSM Insights turns reporting into actionable servicing intelligence.

Retention IntelligenceHigh-priority borrowers, recapture opportunities, runoff indicators, and engagement trends.
Portfolio PerformanceDelinquency trends, roll rates, cures, CPR, prepayment activity, and investor-level views.
Operational Integrity TestingHundreds of systematic portfolio tests continuously validate process execution, compliance controls, operational risk, and servicing activities that require attention.
Executive VisibilityScorecards, SLA performance, regulatory risk, operational risk, client reporting, and leadership-level insights.
Executive Command CenterPortfolio Intelligence
Live Portfolio View
High PriorityRetention Opportunities Identified

Borrowers showing recapture, runoff, or engagement indicators requiring review.

Portfolio HealthDelinquency

Roll rates, cures, and movement by bucket.

Runoff RiskCPR

Prepayment visibility and portfolio retention impact.

Default OversightDefault Trends

Foreclosure, bankruptcy, claims, and exception activity.

Compliance & RiskOperational Integrity Testing

Hundreds of automated servicing tests validate compliance controls, process execution, and operational risk.

Top Concerns SurfacedWhat needs attention now
High
Retention RiskBorrowers showing refinance, payoff, or runoff indicators.
Watch
Delinquency MovementLoans migrating into higher-risk payment buckets.
High
Compliance & Operational Integrity AlertsSystematic testing identifies compliance concerns, operational exceptions, process gaps, missing activities, and emerging risks requiring attention.
Trend
Borrower Experience SignalsCall, chat, email, complaint, and digital engagement patterns.

Behind Every Interaction

BSM Orchestrate

The intelligence performing work behind the scenes around the clock.

Mortgage servicing does not stop when a borrower hangs up the phone.

Thousands of operational activities take place every day to keep loans moving, borrowers informed, servicing requirements completed, and portfolios operating efficiently.

BSM Orchestrate continuously monitors servicing activity, borrower events, loan status, workflow progression, operational priorities, and organizational business rules to determine what work should be performed next.

For many servicing activities, BSM Orchestrate does not simply identify the next step. It performs it.

Communications are generated and delivered. Tasks are created, assigned, and monitored. Follow-up activities begin automatically. Supporting workflows continue moving. Operational validations occur. Servicing teams are notified when human involvement adds value.

The result is a servicing operation that continues working around the clock, even when people are focused elsewhere.

Performs servicing activities automaticallyExecutes work based on loan activity, borrower events, servicing milestones, and business rules.
Generates and delivers communicationsCreates borrower, vendor, attorney, and internal communications when configured servicing events occur.
Creates, assigns, and monitors tasksOpens operational work, routes it to the right team, and tracks the activity through completion.
Initiates follow-up without manual interventionStarts reminders, next steps, and workflow activity as servicing events continue to unfold.
Validates operational completionUses configurable business rules to confirm that required servicing actions have been completed.
Works behind the scenes 24 hours a dayContinuously performs and coordinates operational activity across the servicing lifecycle.
Autonomous Servicing OperationsWork Moving Without Waiting
24/7 Execution Layer
Servicing Event DetectedBSM Orchestrate determines the work to perform.

Loan activity, borrower events, workflow status, operational rules, and servicing milestones are evaluated continuously.

01Communicate

Generate and deliver configured borrower, vendor, attorney, or internal communications.

02Create Work

Open operational tasks, assign ownership, and route work to the appropriate queue or team.

03Follow Up

Track documents, deadlines, borrower activity, servicing requirements, and next steps.

04Validate

Confirm completion, monitor exceptions, and identify items requiring human review.

EventDetected
WorkPerformed
Next StepTriggered
Operational Intelligence in MotionEvery completed activity becomes the beginning of the next appropriate servicing action.
BrightShore Mortgage

Behind Every Interaction

Behind every interaction is a borrower.
Behind every borrower is a relationship worth creating and protecting.

Mortgage servicing has never been about processing payments. It has always been about helping people navigate one of the most important financial relationships of their lives.

Every conversation. Every payment. Every hardship. Every question. Every milestone. Every interaction is an opportunity to strengthen trust, create confidence, and protect the relationship between a homeowner, a servicer, and an investor.

That is why we built this platform. Not to replace people. Not simply to automate work. But to help servicing organizations become more responsive, more consistent, and more connected than ever before.

When routine work happens automatically, servicing professionals gain more time for the conversations that matter. When borrowers receive immediate answers, clear communication, and proactive engagement, trust grows. When operational intelligence identifies opportunities before they become problems, portfolios become healthier.

Technology should not become the servicing experience. It should quietly work behind the scenes, helping create better experiences, protecting stronger relationships, and allowing great servicing professionals to focus on what they do best.

The future of mortgage servicing will not be defined by technology. It will be defined by the relationships technology helps create and protect.

Creating relationshipsProtecting trustElevating mortgage servicing
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BrightShore Mortgage