Arya — the communications agent
Arya handles borrower requests across chat, SMS and email, carries out approved actions, and keeps every unanswered request assigned for follow-up.
Arya turns borrower messages across portal chat, SMS and email into answers, recorded commitments and the next step on the case. She matches the sender to the account, handles requests within her authority, and keeps unfinished work assigned so it does not disappear into an inbox.
Most conversations close without anyone else reading them. A person is brought in when the message carries something that needs judgement — a dispute, a distress signal, a request for terms outside the lender’s bounds — and they receive the thread with the intent already extracted and the case already linked.
What Arya handles
Arya identifies what the borrower needs and opens the appropriate work:
| The borrower writes | Arya produces |
|---|---|
| “I lost my job, can I get help?” | Hardship signal on the case; assistance workflow entry; follow-up task with due date. |
| “Can you make my payments smaller?” | An affordability review that preserves the request for a lower amount. |
| “I’ll pay on the 15th.” | A promise proposal routed through promise-to-pay guardrails — never a silent note. |
| “Send me a link to pay.” | A secure payment link through the approved payment journey. |
| “I already paid.” | A check of the payment record: posted or still clearing is explained; failed, returned or unlocated payments go to the appropriate payments review or investigation. |
| “Here’s my paystub.” | Attachment to Docgest, linked to the requesting workflow step. |
| “I didn’t get the upload link.” | A fresh secure link for the existing evidence request, with the earlier invitation superseded. |
| “This charge is wrong.” | Dispute signal, interim protections, and a specialist task. |
| “Stop contacting me.” | Immediate consent/restriction workflow — protective signals route before anything else. |
| An attorney or bankruptcy notice | Protective case controls and a specialist handoff, first. |
Dates, amounts and commitments feed the workflow’s next step and its tasks in the queues. Each action follows its own permissions and approval rules. When one message asks for several things, each request keeps its own outcome and follow-up; contact restrictions and protective reports are handled first.
Match the sender and protect the conversation
- Preservedthe original kept unmodified as evidenceautomatic
- Matchedsender and thread matched to the account — unknown senders go to reviewautomatic
- Attachments heldfiles quarantined on arrival and handed to Docgestautomatic
- Displayed safelyno external images, scripts or tracking, and no identifiers in previewsautomatic
Replies stay in the borrower’s thread, linked to the case. A sender’s claims cannot verify their identity or override lender policy. Each signal Arya raises cites its source message in the evidence graph, and her drafts and findings remain subject to AI review and suppression controls.
Know who owes the next reply
Each conversation records who owes the next reply and how long the borrower has been waiting. Further messages join the open work, so a borrower following up does not create competing replies. Supervisors can find the longest waits and conversations needing an owner without opening their message content.
An operator can take over and later return the conversation to Arya. Taking over stops any prepared automatic reply; a new borrower message also requires an earlier draft to be reviewed again. If Maya corrects her requested date while a reply is being prepared, the earlier answer cannot go out over her correction.
A delivery receipt, duplicate or thank-you may need no reply. Closing with that reason recorded keeps the queue focused on conversations that still need attention.
Approve the actions and send an accurate reply
Where a person approves the reply, they review the current wording and proposed actions together. Approval covers that version, recipient and channel. Changing any of them requires another approval, and changed account facts require the draft to be checked again.
The platform carries out approved actions before adding their confirmation to the reply. A callback is described as booked only after the booking succeeds. Any unfinished part stays assigned for follow-up, with its reason available to the operator.
Arya uses account facts and the disclosures required for the channel. At send time, each recipient’s message passes the compliance check for consent, quiet hours, contact budgets and restrictions. Delivery is tracked to success or failure. A blocked reply shows its reason so the team can resolve it or use another permitted channel.
Try a capability alongside your team before turning it on
Lenders can qualify Arya on the conversations their team already handles. In qualification mode, she prepares replies that stay out of the borrower’s conversation. After a person sends their answer, LendEasy compares which requests each reply addressed, showing where Arya covered the same requests, only some, or different ones.
Authority is set separately for each channel and type of request. A lender can keep one type under human approval while enabling automatic replies for another, with limits on follow-up questions and automatic replies before a person takes over. Withdrawing that authority also stops queued automatic replies. This lets operations expand the work Arya handles one capability at a time, with evidence from their own conversations.