US-based financial market technology and data provider Intercontinental Exchange, Inc's (NYSE: ICE) ICE Experience annual mortgage conference unveiled AI voice and chat agents currently in beta testing for its mortgage servicing solutions, the company said.

The agents are designed to help homeowners answer questions about their loans and execute loan management actions within governed processes.

Simultaneously, ICE also announced the launch of more than a dozen exception-based servicing automation agents.

The ICE Customer Service voice agent is an AI call center support agent. Integrated with MSP, ICE's servicing system, it can answer common homeowner questions about topics such as escrow, private mortgage insurance and servicing transfers, and it can assist with actions like making payments and managing autopay enrollment.

The voice agent can manage thousands of simultaneous interactions, and when a situation requires human intervention, it transfers the call to customer service representative along with loan details and situational context.

The ICE Servicing Digital chat agent is a chatbot embedded within ICE's servicing portal for homeowners. Integrated with MSP, the chat agent can help homeowners learn about their mortgage by explaining escrow, principal and interest details, retrieving documents and more.

Through natural language conversation, homeowners can instruct the chat agent to perform common tasks like managing payments and adjusting account settings.

Additionally, it supports retention by helping homeowners explore rate-and-term and cashout refinance options.

ICE also announced the immediate availability of 16 exception-based automation agents for servicing that are built within ICE Business Intelligence and integrated with MSP.

The agents apply predefined business rules to automate highly complex operational tasks.

Newly available automations include disaster-tracking updates that identify and update loans affected by FEMA disasters, and HELOC credit score-based line adjustments that review customer credit scores and update available HELOC lines accordingly.

ICE's AI solutions are powered by ICE Aurora, ICE's enterprise AI framework for embedding responsible AI into complex, data-intensive workflows across its businesses, including mortgage technology.

The newly released agents build on a series of recent servicing solution updates, including an enhanced MSP user experience, AI-based call prediction and account summarization capabilities, and an integration between ICE's servicing and origination solutions that allows homeowners to apply for home equity and refinance loans directly through their servicing portal.

ICE plans to systematically introduce more enhanced automations and productivity agents across its servicing solutions.

Intercontinental Exchange, Inc. (NYSE: ICE) designs, builds, and operates digital networks that connect people to opportunity.

ICE's futures, equity, and options exchanges -- including the New York Stock Exchange -- and clearing houses help people invest, raise capital and manage risk.