New American Funding has entered a partnership with Kastle to scale customer service across its mortgage origination and servicing operations. Under the arrangement, Kastle's Voice AI technology will handle end-to-end customer interactions, reduce hold times, ensure compliance, and provide a fast 24/7 self-service channel. The AI agents will enable New American Funding to take more calls while freeing its operations teams to concentrate on complex client situations.

"Kastle AI enables us to serve each customer with greater speed and consistency throughout the life of their loan," said Christy Bunce, president of New American Funding. "As a pioneer in AI enablement for our borrowers and employees, we chose Kastle for its ability to tailor AI agents to our needs, with the flexibility to test and refine each solution before it goes live. This approach helps us deliver a high level of customer service and ensures that our team is available for the conversations that require a human touch."

The partnership presents a key operational opportunity for New American Funding: maintaining compliance coverage and service consistency at scale as customer contact volume grows. It also lands amid a broader industry pattern: mortgage lenders have been accelerating investment in AI and automation across origination and servicing even as higher rates since 2022 compressed origination volumes across the United States.

Kastle's AI agents are pre-built for consumer lending workflows, spanning origination's document-heavy transactions as well as the years of routine servicing contact — payment, escrow, and loan-status inquiries — that continue for as long as a loan remains on a lender's books. Anchored by Safe Execution Procedures (SEPs), the agents are designed to complete complex, multi-step mortgage transactions consistently and predictably, ensuring that every customer interaction meets the same standard regardless of the time of day. In addition, Kastle's Compliance Engine embeds regulatory requirements directly at the execution layer, delivering consistent quality on every contact — significant in a business where interactions in both origination and servicing are governed by detailed federal and state consumer-finance rules.

"New American Funding understands that the winners in this next chapter will be the lenders who deeply embrace AI without compromising on compliance or control to better support their customers. We're proud to be the partner they're building that future with," said Rishi Choudhary, Co-Founder and CEO of Kastle. With each agent tested and refined before launch, per the approach Bunce described, the first workflows the AI takes on — and their effect on hold times and call capacity — will provide the earliest read on the partnership's reach.