5 Technology The COVID-19 challenge should not be viewed as a short- term problem. The industry will likely be dealing with the implications for multiple years. While the redeployment of people can serve as a temporary solution, now is the time to invest in technology that will likely drive long-term efficiency via borrower self-service and automation. For example, some servicers have already created digital forms to capture forbearance requests. Others are exploring concepts like intelligent chatbots or AI tools to quickly resolve a borrower need without human intervention, or further integration of systems to drive automated data flow. By harnessing the power of omnichannel analytics and AI, lenders can identify customers’ intent and transition them into an interactive conversation where a digital assistant guides the customer through a personalized and intuitive experience. 11 COVID-19: Mortgage Lending Response to Implications of COVID-19 and CARES Act