Longbridge Launches Ai Voice Agents For Reverse Mortgage Servicing

Longbridge Financial, one of the nation’s top reverse mortgage lenders, announced Tuesday that it has deployed artificial intelligence (AI)-powered voice agents to aid its servicing clients.

The AI voice agents — dubbed Mr. and Mrs. Bridges — were developed over the past several months by an outside technology partner. They are “trained specifically on reverse mortgage servicing topics and are designed to resolve borrower inquiries end to end,” the company explained in a press release.

“Reverse mortgage servicing has long been constrained by systems and processes built for a different era,” Richard Burke, the company’s senior vice president of servicing and operations, said in a statement. “This technology allows us to rethink how servicing actually works — combining autonomous resolution, real-time judgment and seamless human handoff in a way that expands access without sacrificing care.”

In an interview with HousingWire’s Reverse Mortgage Daily, Longbridge chief operating officer Bill Packer said the tools were introduced last week to the company’s 15 in-house servicing employees. The move does not impact staffing levels at Longbridge, he said.

Although the agents are in their infancy, the response among employees and clients has been positive, Packer said, adding that borrowers may choose to opt out of AI interactions and speak with a human representative over the phone.

“Reverse mortgage servicing was really built around the hours that human agents had available. And even with our subservicer who has offshore capabilities, that still limits us to Monday through Friday during normal business hours,” Packer explained.

“This truly expands us to be that 24-7 shop that really empowers the borrower to interact with us when they want, because they can now basically interact with us at any time.”

For now, Longbridge is attempting to add this support layer incrementally by having the agentic technology focus on “common servicing needs.” These include outbound calls to confirm that a borrower still occupies their home and to verify that required home repairs were completed.

Packer said that within a few months, he expects Longbridge to have enough data from these customer service interactions to know how much of a time saver they are. But the idea is to hand mundane tasks to AI while giving human personnel more time to deal with complex situations.

“For example, I think we all know that homeowners insurance rates are climbing,” he said. “If you’re on a fixed income … that can be a worrisome area for you, and so we want to make sure that our human agents can interact with our borrowers who have those concerns, help them find resources.”

This isn’t the first foray by Longbridge into the AI realm.

Last year, it adopted the One Diligence platform, which aims to make the data verification process during servicing transfers more accurate and efficient. And in 2024, it deployed Bridget, a chatbot that initially assisted underwriters and has since been offered to wholesale lending partners through a portal.

“I like to tell people she’s wicked smart, but she’s wicked smart on a very defined set of things, like our underwriting guidelines. She also knows our servicing guidelines,” Packer said. “She’s getting over 5,000 questions per month now, and she has an over 99.5% thumbs-up approval rating.”

According to data compiled by Reverse Market Insight, Longbridge was the third-largest originator of Home Equity Conversion Mortgages in 2025, endorsing 4,146 loans.

In the proprietary product space — which has grown to represent nearly half of reverse lending business — Longbridge maintains a strong presence through its Platinum suite and its HELOC for Seniors, which launched in September.