Layla Zulfa
The Mortgage Bankers Association’s Servicing Solutions Conference & Expo 2026 in Dallas served as the launchpad for Tavant’s ambitious expansion into the post-close mortgage servicing landscape. The fintech firm, long recognized for its contributions to loan origination technology, officially unveiled its TOUCHLESS Servicing Portal, an innovative platform designed to streamline and enhance the borrower experience after their loan has been funded. A cornerstone of this new offering is MAYA, an embedded artificial intelligence (AI) agent engineered to provide intelligent, round-the-clock support and to facilitate seamless transitions between various financial needs for homeowners. This strategic move signifies Tavant’s commitment to providing a comprehensive, end-to-end solution for the mortgage lifecycle, extending its expertise beyond the initial acquisition of a home loan.
The newly introduced TOUCHLESS Servicing Portal aims to consolidate critical borrower interactions within a singular, intuitive interface. This unification encompasses not only the management of existing mortgage payments but also provides a frictionless pathway for homeowners to explore adjacent financial opportunities, such as refinancing their current mortgage or accessing home equity. The platform’s architecture is designed to enable borrowers to transition from routine payment management to investigating new loan options with a single click, thereby fostering greater engagement and financial agility. Tavant executives shared insights into the platform’s capabilities and its potential benefits for a wide array of stakeholders, including mortgage professionals, real estate agents, borrowers, and the broader housing ecosystem, during exclusive discussions with HousingWire.
Revolutionizing Servicing with Intelligent Automation
Sandeep Shivam, Associate Director of Fintech at Tavant, elaborated on the sophisticated integration of AI agents within the company’s technology stack. He explained that these AI agents operate atop Tavant’s "experience layer," seamlessly connecting with various functionalities via Application Programming Interfaces (APIs). "Depending on the list of functionalities that you have, or the areas where you have to explore things and analyze, it will automatically create [AI] agents, micro [AI] agents, fulfill the need, and then, when it comes to actual borrower engagement, provide everything to the front-end agent," Shivam stated. This dynamic AI architecture allows for the creation of specialized micro-agents that can address specific borrower needs or operational tasks, ultimately presenting a unified and intelligent front to the end-user.
The platform’s design prioritizes robust integration capabilities, ensuring compatibility with existing industry systems. This includes seamless connectivity with point-of-sale (POS) systems, established loan origination systems (LOS), and a network of third-party vendors responsible for critical data verification, such as credit reporting agencies and income verification providers. This comprehensive integration strategy ensures that data flows efficiently and securely across the entire mortgage ecosystem, reducing manual input and potential errors.
Sundeep Mathur, Vice President of Fintech at Tavant, highlighted the flexibility inherent in this architectural approach, which he described as reflective of the company’s overarching philosophy. This adaptability allows Tavant to cater to a diverse client base, ranging from small community lenders to large financial institutions, as well as platforms that serve real estate professionals. "This approach allows us to integrate with large lenders who have proprietary LOSs," Mathur explained. "It’s not a massive two-year project to implement our solution." This emphasis on rapid deployment and minimal disruption is a significant advantage in the fast-paced financial services industry.
Tavant reported that its servicing portal is already actively supporting over 400,000 borrowers across the United States. The platform’s core features are designed to address common pain points in mortgage servicing and origination. These include the unification of origination and servicing processes, enabling a fluid transition from managing a current loan to initiating an application for a new one with just a single click. Furthermore, the portal offers 24/7 AI-assisted self-service options, with clear pathways for escalation to human support when complex issues arise. Built-in compliance controls are a critical component, ensuring adherence to regulatory requirements, while the overall aim is to drive significant operational efficiency gains for lenders and servicers. Preliminary data from current deployments indicates that the platform has been successful in deflecting more than 80% of routine servicing inquiries, a testament to the effectiveness of MAYA and the self-service capabilities.
Enhancing the Real Estate Professional Experience
While the TOUCHLESS Servicing Portal is primarily borrower-centric, Tavant also showcased a compelling real estate portal experience, powered by MAYA, to an audience of nearly 1,000 loan officers at the conference. Shivam detailed a demonstration where a real estate professional could leverage MAYA to generate a pre-approval letter instantaneously. "You go into the Realtor app, and the Realtor says to the agent, ‘Hey, MAYA, generate me the pre-approval letter for Sam Johnson for $750,000,’" Shivam recounted. "MAYA checks and says, ‘Yes, Sam Johnson is approved for $750,000. I can generate it.’ Then, it immediately generates [the letter]. It’s all happening with just one prompt to the [AI] agent."
This rapid issuance of pre-approval letters can be a game-changer for real estate professionals, enabling them to strengthen client relationships and accelerate offer submissions in highly competitive housing markets. The ability to quickly provide a verifiable financial qualification to a potential buyer can significantly enhance their position in bidding wars.
A key differentiator of Tavant’s platform is its unification of servicing and origination data. This integrated data set allows agents and loan officers to receive proactive alerts when a past client begins exploring options such as refinancing or accessing home equity. These signals are triggered by borrower activity within the servicing portal, provided the system is configured to enable such notifications. Shivam explained that MAYA monitors borrower interactions, such as the use of financial calculators to assess second mortgage eligibility or potential savings from refinancing. "Based on that (activity), it notifies the loan officer," he said. "It also knows if it has to create any marketing campaigns for the user, based on interactions." This proactive outreach capability is designed to foster improved refinance recapture rates and drive repeat business, ensuring that real estate professionals and loan officers remain connected with past clients throughout their homeownership journey, even after the initial loan has been serviced.
Achieving Measurable Gains and Accelerating Application Processes
Early deployments of Tavant’s new servicing solutions are already yielding significant, measurable efficiency gains, particularly in the context of refinance transactions. Shivam highlighted a substantial reduction in the time required to complete a refinance application for borrowers who are already servicing a loan with the institution and are looking to refinance. "One of the big benefits is [reducing the] time taken to complete an application when a borrower has an offer, a servicing loan and looks to refinance," Shivam stated. "The time to complete that application has reduced by close to 33%, because we have a unified platform. It is able to get the data from from the servicing side and complete the application fast." This 33% reduction in application time, based on initial data, represents a significant improvement in borrower experience and operational throughput for lenders.
Further early data suggests positive trends in pull-through rates, indicating a higher conversion of refinance leads into closed loans, and increased engagement with refinance offers. These improvements are directly attributable to the streamlined application process and the proactive engagement facilitated by the AI agent.
Ensuring Compliance, Transparency, and Production-Ready AI
Mathur underscored the critical importance of robust safeguards when deploying AI in the highly regulated mortgage and real estate sectors. He emphasized that Tavant’s AI decision-making framework is meticulously designed to incorporate lender-specific policies, procedures, and processes. "These [AI] agents need to be provisioned like people," Mathur explained. "They need to exist as their own entity. What data are they pulling in to make their decision? What is their reasoning? All of that has to be logged with the actions that the [AI] agent is doing on that loan. It has to be immutable. These logs cannot be just logs written to some file that somebody can manipulate. The auditor is going to come along and say, ‘Okay, show me that this is sound.’" This commitment to immutable audit trails and transparent decision-making is paramount for maintaining trust and regulatory compliance.
Mathur also noted that Tavant’s extensive experience working with leading technology companies such as Apple and Meta has been instrumental in strengthening its AI governance framework, particularly as it applies to the financial services industry. This background provides Tavant with a deep understanding of how to implement AI responsibly and ethically within complex, data-sensitive environments.
Bridging Stakeholders and Empowering Borrowers
Looking towards the future, Tavant envisions its technology as a crucial bridge connecting various entities within the housing ecosystem, including lenders, servicers, real estate professionals, and government-sponsored enterprises like Freddie Mac. Mathur shared that recent discussions with Freddie Mac have focused on the potential of AI to enhance borrower education and enablement. He posited that AI can provide accessible, judgment-free learning opportunities at any hour of the day.
"When the borrower is going through a hardship, before they pull the trigger on loan modification, they want to talk to a human," Mathur observed. "But what we’re seeing is that prior to that, they want to log in at two o’clock in the morning and educate themselves, so they don’t need to have embarrassing conversations." MAYA can play a vital role in this self-education process, offering comprehensive explanations about loan modifications, detailing different options, and providing deeper insights when prompted by user questions. For instance, a borrower might ask, "I don’t know what you mean by a 40-year term," or "What does that do to my principal?" By breaking down complex financial terms and consequences into easily understandable language, MAYA aims to empower borrowers with the knowledge they need to make informed decisions.
Mathur concluded that by fostering greater understanding and transparency, MAYA contributes to "building a better borrower," ultimately creating a more informed and engaged consumer base. Tavant’s overarching strategy is to leverage its unified, agentic AI-enabled experience to foster enhanced collaboration across the entire housing transaction, from the initial application and servicing through to repeat purchases. The ultimate goal is to align all stakeholders around the shared objectives of speed, efficiency, and borrower empowerment.
