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New
87%
of routine borrower questions resolved without a hand-off
6 min
median time for a team lead to approve an exception
58%
lower cost per contact in the first quarter
At a glance
Company
Larkspur Lending
Size
650 employees · consumer loans for 380,000 borrowers
Agents
Remy, Vera
Systems connected
Helpdesk, loan servicing system, payments, team chat
Live in
21 days
The challenge
Lending support is regulated work. A wrong answer about a payoff amount or a late fee can become a complaint to a regulator. Larkspur’s 40-person support team answered 55,000 contacts a month, two thirds of them about payment dates, balances and payoff quotes. Anything involving fees or hardship needed a team lead, so routine and sensitive questions waited in the same queue. The COO had a board mandate to cut cost per contact without adding risk.
What they put in place
Remy answers balance, payment-date and payoff questions from live data in the loan servicing system, and can schedule a payment or move a due date within limits Larkspur set. Fee waivers, hardship requests and any mention of a complaint go to a team lead.
Vera checks every draft that touches fees, interest or hardship against Larkspur’s written policy before it’s sent, and flags anything that doesn’t match. Approvals happen in team chat: a lead sees the borrower’s question, the loan record, Remy’s draft and Vera’s check, and approves or edits in one click.
Rollout
Day 1: Kickoff. Targets: 75% of routine questions resolved, and no fee or hardship message sent without approval.
Days 2–6: Read-only access to the helpdesk and the servicing system.
Days 7–12: Policies written as guardrails and replayed against 20,000 past contacts with the compliance team.
Days 13–20: Shadow mode, with team leads approving every reply.
Day 21: Live for balance, payment-date and payoff questions.
Results
Remy resolves 87% of routine borrower questions without a hand-off, and cost per contact fell 58% in the first quarter. Team leads decide exceptions in a median of six minutes from team chat, instead of picking them out of a shared queue.
Since go-live, no fee or hardship message has gone out without a person’s approval, and the compliance team reviews a weekly Run Log export instead of sampling calls.
I had a board asking for AI and a compliance team asking what could go wrong. Wardlow gave me an answer for both: the agent does the routine work, and a person signs off every exception in chat.
Freya Whitcombe
COO
Wardlow
Agents that do the work. People stay in charge.
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Crafted
by Jeeth