# How is Valon using voice AI agents in mortgage servicing?

> Valon, a mortgage servicer, uses Decagon voice AI on inbound calls. Decagon reports 50%+ voice deflection even while onboarding 80,000 loans in a month, CSAT around 90%, and average speed to answer under one minute.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Valon (mortgage servicing company)
- **Industry:** Banking & Financial Services — Mortgage servicing
- **Roles:** Customer Support
- **Tools:** Decagon AI agent (Decagon)
- **Status:** production · **Agent pattern:** voice-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- voice deflection: 50%+ even when onboarding 80,000 loans in a single month [1] (self-reported)
- CSAT: ~90% [1] (self-reported)

## How it works
1. Decagon AI agent answers inbound customer conversations.
2. Escalates to human agents when needed.

## Risks & compliance
- Incorrect answers to customers; escalation paths needed
- Vendor-published results; not independently audited
- Regulated mortgage servicing disclosures

## Sources
1. Decagon, "Valon and Decagon" (undated; accessed 2026-10-17) <https://decagon.ai/case-studies/valon>
   > "Achieved 50%+ deflection on voice for inbound calls, even when onboarding 80,000 loans in a single month."

Canonical: https://agentcasefile.com/cases/valon-decagon-ai-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile