Launch Servicing Enhances Support and Servicing Outcomes with SARA – The Smart Agent Resource Assistant

Delivering exceptional support to servicing clients and their end customers is more critical than ever. To consistently provide outstanding customer experiences, Launch Servicing has developed SARA (Smart Agent Resource Assistant), a proprietary AI solution powered by LLM technology. SARA equips agents with instant borrower insights, actionable guidance, and conversation support, turning every customer interaction into a smarter, more personalized experience. The innovative tool exemplifies Launch’s approach to enhancing understanding, responsiveness, and empathy, transforming how customer needs are understood and addressed. By leveraging SARA, Launch Servicing can deliver more efficient, empathetic, and effective service—ultimately driving higher satisfaction and stronger relationships with clients and their end customers.

SARA is already making a significant impact by summarizing customer interactions from the relevant servicing systems. This capability equips service agents with a comprehensive snapshot of borrower or customer history, account status, and intent prior to engaging with the customer. Such insights allow agents to approach each interaction with greater context, reducing the need for lengthy explanations and follow-up inquiries.

1. Rapid Access to Customer Insights: SARA consolidates relevant data into a concise summary, enabling service agents to quickly grasp the customer’s situation. This accelerates the support process and minimizes wait times, resulting in a more seamless and satisfying experience for clients and their customers.
2. Enhanced First-Call Resolution: With a clear understanding of the customer’s intent and history, agents can address issues more effectively during initial contact. This improvement leads to higher customer satisfaction scores and reduces the necessity for multiple follow-up interactions.
3. More Accurate and Empathetic Interactions: Contextual insights foster more personalized and empathetic communication. Agents can tailor responses based on the customer’s specific circumstances, demonstrating genuine understanding, and building rapport in the interaction. Incorporating sentiment analysis could further support agents in adjusting their tone and approach dynamically.
4. Proactive Support in Loss Mitigation and Recovery: SARA’s ability to flag early signs of potential issues allows service teams to intervene proactively. Detecting indicators such as missed payments or financial hardship early on enables collaborative efforts with clients on effective loss mitigation strategies, which can help reduce recoveries and improve overall financial outcomes.
5. Enhanced Compliance SARA operates within strict security and privacy standards, ensuring borrower information is handled responsibly and in compliance with regulatory requirements. Borrower data is securely protected, confidentiality is maintained, and all interactions adhere to industry regulations, giving clients confidence in the responsible management of sensitive information and reducing compliance risks.
6. Standardized, Proven Response Strategies: Leveraging insights from previous successful interactions helps standardize responses across the team. This consistency ensures that clients receive reliable, high-quality support grounded in best practices, reinforcing the organization’s reputation for excellence.

As Launch Servicing continues to refine and expand SARA’s capabilities, the focus remains on integrating the tool deeply into the servicing workflow. The goal is to enable real-time assistance and predictive analytics that anticipate customer needs before they arise, leading to even more proactive and personalized support.

By embracing such technological innovations, Launch Servicing and its parent company Goal Solutions reaffirm a commitment to delivering superior results and fostering stronger relationships with clients and their end customers—moving beyond transactional support to meaningful, empathetic service that builds loyalty and trust and overall better portfolio performance.