MBA Premier Member Spotlight: Sei
(One in a continuing series of profiles of Premier Members of the Mortgage Bankers Association. Please contact MBA’s Alicia Goncalves, CMB for information about Premier Member Spotlights.)
MBA NewsLink: Share a brief overview of your company.
Sei: Sei AI builds AI agents for regulated finance. Our customers use our AI agents to automate front-office and back-office tasks that help them increase revenue and scale their operations cost-effectively.
MBA NewsLink: What key products or services would you like to showcase?
Sei: Our AI agents have compliance, customization, and transparency at their core.
For example, our voice AI agents currently automate calls for collections, while strictly adhering to regulations. We have strict guardrails that monitor every conversation in real-time, to ensure adherence to regulations and company policies. Our AI agents can also do payment reminder calls for servicers, document verification calls to speed up onboarding, lead qualification calls with auto-scheduling for lenders, and many more. We ingest playbooks, scripts, and successful calls done by humans and they incorporate them all to provide a fully customizable experience. Add to it the other benefits of a voice AI – no hold times, running 1000s of calls in parallel, 24/7 inbounds support, navigating complicated IVR trees for B2B calls, memory & personalization by remembering previous interactions, and integrating with CRM and LOS platforms.
Our support QA agents ingest human support calls, chats, and emails and compare them against regulations and internal policies to flag agent violations, in real-time. Our customers get real-time feedback on agents, and their scorecards and use our coaching opportunities reports to make them better. Our QA agents also flag customer complaints and categorize them into contact drivers, enabling CX and VoC teams to understand their customers better, while also remaining compliant.
Our document AI agents automate stare-and-compare tasks that are manual, repetitive, and time-consuming. For example, we can automate document-checking tasks during underwriting and QC – we ingest Fannie Mae, Freddie Mac & HUD handbooks, and a company’s interpretations of the checklists/guidelines and run through all the files in a loan application to flag discrepancies. Teams can save hours for every loan file with our agents, enabling them to underwrite and QC more loans effectively.
MBA NewsLink: How would you describe your company’s culture?
Sei: Autonomy and ownership are the core values of our culture. We have a team of engineers and sales, who drive things end-to-end with minimal supervision. All of our engineers do product and customer support, so there is no red tape between customer feedback and product.
We also have forward-deployed engineers, who will work with our customers right from onboarding till the successful completion of milestones. They sit with them in their offices and customize our product so it works for them and their use cases.
MBA NewsLink: How is your company engaged with MBA?
Sei: Both founders are involved in multiple committees to understand and contribute to the evolving regulatory landscape and pain points of lenders and servicers. For example, we listened to the pain points of a few lenders around delays in loan processing as a result of complex QC processes (in a sub-committee meeting) and this accelerated our roadmap to build back-office AI agents for this use case.
MBA NewsLink: What opportunities do you see for collaboration with lenders and servicers?
Sei: Our roadmap is building AI agents to automate manual, repetitive but value-adding tasks for lenders and servicers. We are starting with voice AI and document AI as a starting point, but believe there is a lot of scope to build deep vertical AI agents for the mortgage industry. We shape our product roadmap by putting our customers in the driver’s seat, hearing their pain points, and transforming them with AI. Happy to collaborate to explain where AI is heading and the risks around governance and guardrails needed for successful AI deployments.
(MBA Premier Member Spotlights are provided by the Mortgage Bankers Association as a service to MBA Premier Members. Publication does not constitute an endorsement of a particular company, product or service. For more information about the MBA Premier Member program, contact MBA Director of Associate Membership Alicia Goncalves, CMB, at agoncalves@mba.org or call 202/557-2920.)
