How Technology Is Reshaping Mortgage Servicing – PODCAST

In a recent episode of the Chrisman Commentary podcast, Sagent President Sridhar Sharma and Chief Product Officer Shane Leonard joined host Robbie Chrisman to discuss how technology innovation is transforming the mortgage ecosystem, and what that means for the future of servicing. 

This discussion makes one thing clear: servicing is at the center of delivering better outcomes for both organizations and homeowners.  
 
Let’s dive into the details. 

Building for Where Servicing Is Going 

One of the biggest themes from the conversation is the need to design systems for the future, not the past (and really, not even for today).  

As Robbie framed it, “designing technology for where the industry is going… where the borrower experience needs to go” requires a forward-thinking mindset and a willingness to move ahead of current limitations. 

That thinking is especially critical in servicing, where legacy systems and outdated workflows can make it difficult to adapt to rising expectations. 

Data Is the Foundation for Everything 

For Shane, modern servicing starts with getting the data right. 

“You’ve got to have these data points, and you’ve got to have a place to put data that doesn’t originate in the system,” he explained. That includes everything from operational inputs to borrower interactions — structured in a way that makes it usable. (12:05-12:24) 

This foundation enables more advanced capabilities. As he put it,  

“We didn’t set out like, ‘let’s go start to build AI in from the beginning.’ No—we built a structure that AI can use from the beginning.” (12:55-13:04) 

Without that foundation, efforts to modernize fall short. 

Why Foundations Drive Speed and Innovation 

Sridhar reinforced the importance of building systems the right way from the ground up. 

“Having the foundational components is going to be the most critical component,” he said. “This velocity that you see… you are able to get if you build the underlying foundation really well.” (13:14; 14:30) 

That approach is what enables rapid innovation —  enabling faster deployment of new capabilities to market, and gives servicers the flexibility to adapt as requirements evolve. 

Rethinking Automation and AI in Servicing 

The conversation also cut through some of the noise around AI, where Sridhar points to the importance of distinguishing true intelligence from traditional software. 

“There’s a little bit of a misconception — not everything is AI.” (20:58) 

Instead, both leaders emphasized a more practical, responsible approach. As Shane described it, success comes from understanding “what it does well… and what it’s not,” while ensuring the customer experience is never compromised. 

A key concept: keeping a “human in the loop.” 

“We think about creating your digital clone… with you being the human in the loop to handle exceptions,” Sridhar explained. (22:05-22:15) 

This model allows servicers to scale productivity while maintaining control and consistency. 

Servicing as a High-Stakes, Exception-Driven Environment 

Servicing isn’t simple — and that complexity is often underestimated. 

“We talk about servicing being death by a thousand cuts — it literally is.” (27:27)  

Said Shane, describing the hundreds of workflows and exception scenarios teams must manage every day. 

That reality is exactly why smarter, more intuitive systems matter. By simplifying workflows and reducing manual effort, servicers can shift their focus from navigating processes to solving problems. 

Elevating the Homeowner Experience 

At its core, servicing is about taking care of the customer — accurately, consistently, and when it matters most. 

“If a customer says, ‘Do this with my payment,’ we do it without errors,” Sridhar said. “And if they have a problem… get in front of them right away, help them out.” (30:29-30:48) 

With the right technology in place, operational improvements can contribute to better homeowner experiences — and stronger long-term relationships. 

A Clear Direction for Modern Servicing 

This conversation reinforces a broader shift happening across the industry: servicing is becoming more intelligent, more connected, and more central to long-term success. 

Organizations that invest in strong data foundations, intuitive systems, and responsible automation will be best positioned to reduce complexity, improve efficiency, and deliver meaningful customer outcomes. 

Listen to the full conversation here and then reach out to talk shop with our leaders.