Ice Launches Ai Voice And Chat Agents For Mortgage Servicing

Intercontinental Exchange Inc. on Tuesday morning unveiled a suite of artificial intelligence-powered voice and chat agents for mortgage servicing, along with new automation tools, during its annual ICE Experience (X26) conference.

The company said the agents, currently in beta testing, are designed to help homeowners manage their loans and complete servicing-related tasks within governed processes.

At the same time, ICE announced the launch of more than a dozen exception-based servicing automation agents.

“Last month, we announced the transformation of MSP’s user experience. Now we are building on that with responsible automation and AI-driven productivity agents that work for both homeowners and the teams supporting them,” said Bob Hart, president of ICE Mortgage Technology.

Hart continued, “These agents are purpose-built to make it easier for homeowners to manage their mortgages, for servicing teams to manage fluctuating call volumes and for servicers to reduce their cost per loan serviced — all while supporting compliance requirements for mortgage servicing.”

The ICE Customer Service voice agent functions as an AI-powered call center support tool integrated with the company’s MSP servicing platform, able to answer common borrower questions and assist with tasks such as making payments and managing autopay enrollment.

The company said that the system can handle thousands of interactions simultaneously and transfers more complex cases to human representatives, providing relevant loan details and context.

ICE also introduced a chat agent embedded within its servicing portal for homeowners. Integrated with MSP, the chatbot, like the voice agent, helps users understand mortgage details, retrieve documents and complete tasks.

The tool also supports retention efforts by helping borrowers explore rate-and-term and cash-out refinance options.

In addition, ICE announced the availability of 16 exception-based automation agents built within its Business Intelligence platform and integrated with MSP. The tools use predefined business rules to automate complex servicing tasks, including updating loans impacted by FEMA-designated disasters and adjusting home equity line of credit limits based on borrower credit scores.

The AI solutions are powered by ICE Aurora, the company’s enterprise framework for embedding AI into data-driven workflows across its businesses.

“ICE is building AI into mortgage on the principle that it must be both powerful and responsible,” said Mayur Kapani, chief technology officer for ICE. “By embedding agentic, explainable AI directly into origination and servicing workflows, we’re helping customers move from manual, repetitive tasks to exception-based operations while maintaining transparency, governance and trust.”

The new offerings build on recent updates to ICE’s servicing platform, including enhancements to the MSP user experience and integration between servicing and origination systems that allow borrowers to apply for home equity and refinance loans through the servicing portal.

ICE said it plans to roll out additional automation tools and AI-driven productivity agents across its servicing platform.