ICE Introduces New MSP User Experience, Launches Next Phase of Enhanced Servicing Automation

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Key Terms

user experience (UX) technical

The user experience (UX) is the overall impression and ease people have when interacting with a product, website, app, or service—how simple it feels, how fast it works, and whether it leaves a positive impression. For investors, UX matters because it directly affects how many customers sign up, keep using a product, or recommend it to others; a well-designed experience can boost revenue, lower support and marketing costs, and strengthen a company’s competitive edge.

AI-driven technical

AI-driven describes products, services, processes or decisions that rely on artificial intelligence—software that detects patterns in data and makes predictions or choices without step-by-step human direction. For investors it signals potential for faster growth, lower operating costs or new revenue, but also new risks (model errors, data problems, regulatory limits); think of it like a smart thermostat that can save energy and money but can also misbehave if fed bad information.

mortgage servicing system technical

A mortgage servicing system is the software and procedures that collect borrowers’ payments, track loan balances, manage escrow accounts, handle customer communications, and oversee delinquencies or foreclosures — essentially the control center for ongoing loan administration. Investors care because the system affects how reliably cash flows are collected, how quickly problems are spotted and fixed, and how well a lender stays compliant and efficient, which in turn influences profit margins and risk exposure.

02/10/2026 - 06:00 AM

New UX marks milestone in MSP modernization while introducing enhanced escrow and investor reporting automations

ATLANTA & NEW YORK--(BUSINESS WIRE)-- Intercontinental Exchange, Inc. (NYSE: ICE), a leading global provider of technology and data, today announced a significant milestone in the modernization of its MSP® mortgage servicing system with the launch of an enhanced user experience (UX). The new UX completes the first phase of a broader modernization initiative, establishing the groundwork for second-phase enhanced workflow automations and productivity agents already being introduced.

“This new UX is a foundational step in modernizing MSP,” said Bob Hart, President of ICE Mortgage Technology. “Phase one is not just about improving platform navigability; it is already allowing us to roll out second-phase enhanced automation and AI-driven productivity agents that reduce manual effort and help servicers scale more efficiently.”

While MSP has supported exception-based automation for decades, the new UX enhancements make it possible to further reduce the volume of exceptions that require human review by consolidating remaining reviews into more efficient, single-screen workflows. ICE has prioritized enhanced automation for servicing processes that require the greatest manual intervention, with some early capabilities already available.

As part of this announcement, ICE has introduced phase two enhanced escrow and investor reporting automations, which are made possible by the updated UX. The enhanced escrow automation reduces manual touchpoints by as much as 87% and shortens cycle times from ten days to as few as two, while enhanced automation for Freddie Mac loan-level investor reporting cuts manual steps by as much as 68% for this high-frequency process.

ICE plans to continue to systematically deliver enhanced automations and productivity agents across the most manually intensive servicing tasks. These efforts are supported by the long-term modernization of MSP’s underlying architecture, which is expected to facilitate faster feature development, broader use of emerging technologies, improved data accessibility and more efficient system management — ultimately helping servicers reduce system administration, shorten user training and improve margins.

“We are deeply focused on delivering tangible ROI for our customers through continuous innovation,” Hart added. “MSP is already the most comprehensive mortgage servicing system on the market, and these enhancements not only support our customers today, but lay the groundwork for greater interoperability and faster feature development in the future.”

The new UX can be easily adopted without reimplementation or disruption to current integrations. It builds on a series of recent servicing solution updates, including AI-based call prediction and account summarization capabilities, as well as deeper integration between ICE’s servicing and origination solutions that allows homeowners to apply for home equity and refinance loans directly through their servicing portal.

Demos of the new MSP experience can be viewed at the MBA Servicing Solutions Conference and Expo, held February 16-19, and the ICE Experience 2026 (X26) annual mortgage technology user conference, held March 16-18.

About Intercontinental Exchange

Intercontinental Exchange, Inc. (NYSE: ICE) is a Fortune 500 company that designs, builds, and operates digital networks that connect people to opportunity. We provide financial technology and data services across major asset classes helping our customers access mission-critical workflow tools that increase transparency and efficiency. ICE’s futures, equity, and options exchanges -- including the New York Stock Exchange -- and clearing houses help people invest, raise capital and manage risk. We offer some of the world’s largest markets to trade and clear energy and environmental products. Our fixed income, data services and execution capabilities provide information, analytics and platforms that help our customers streamline processes and capitalize on opportunities. At ICE Mortgage Technology, we are transforming U.S. housing finance, from initial consumer engagement through loan production, closing, registration and the long-term servicing relationship. Together, ICE transforms, streamlines, and automates industries to connect our customers to opportunity.

Trademarks of ICE and/or its affiliates include Intercontinental Exchange, ICE, ICE block design, NYSE and New York Stock Exchange. Information regarding additional trademarks and intellectual property rights of Intercontinental Exchange, Inc. and/or its affiliates is located here. Key Information Documents for certain products covered by the EU Packaged Retail and Insurance-based Investment Products Regulation can be accessed on the relevant exchange website under the heading “Key Information Documents (KIDS).”

Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995 -- Statements in this press release regarding ICE's business that are not historical facts are "forward-looking statements" that involve risks and uncertainties. For a discussion of additional risks and uncertainties, which could cause actual results to differ from those contained in the forward-looking statements, see ICE's Securities and Exchange Commission (SEC) filings, including, but not limited to, the risk factors in ICE's Annual Report on Form 10-K for the year ended December 31, 2025, as filed with the SEC on February 5, 2026.

Source: Intercontinental Exchange
Category: Mortgage Technology