Agentic AI helps brokers deliver faster, more personalised service
Agentic AI helps brokers cut admin and deliver faster, more personal service. With time savings near an hour a day, automation lifts response times, consistency, and conversions.
Agentic AI is resetting customer experience for brokers
Agentic AI is driving clear productivity gains and sharper client interactions. Under pressure to deliver faster, more personalised service, brokers are turning to AI that can plan tasks, take action across tools, and close loops without constant prompting.
Marketing and AI coach Adam Franklin says the shift is simple: less admin, more human time. "With AI handling meeting summaries, loan comparisons, and proactive follow-ups, clients get faster responses and more personalised communication," he said.
What agentic AI looks like in practice
- Remembers client context and preferences across interactions.
- Sends clear next steps right after a call or meeting.
- Surfaces refinancing or equity opportunities based on current market signals and client data.
- Automates follow-ups, nudges, and status updates so nothing stalls.
The result: shorter response times, fewer dropped balls, and a more consistent experience from first inquiry to settlement.
Proof that productivity and CX are improving
Across industries, the time savings are real. International Workplace Group (IWG) reports that 78% of workers say AI saves them time, averaging 55 minutes per day-almost an extra workday each week. The biggest gains come from automating meeting prep, shared insights, follow-ups, and team coordination-core broking tasks. Source: IWG.
Adoption is accelerating too. Adobe data shows agentic AI usage up 50% in three months, with 18% already using these tools and another 42% planning to within a year. Among consumers already using AI assistants for banking and shopping, satisfaction is high at 87%. Source: Adobe.
Practical playbook for brokers and marketing teams
- Start with the "boring wins": auto meeting notes, call recaps, follow-up emails, and FAQs. Keep humans in the loop.
- Standardise prompts and templates for quotes, comparisons, and disclosures to ensure compliant, on-brand outputs.
- Build a safe data foundation: clear retention rules, client consent, redaction of sensitive fields, and audit trails.
- Instrument the journey: measure response time, NPS/CSAT, abandoned applications, and referral rate-then let AI flag patterns.
- Pilot with one segment (e.g., refinance or first-home buyers), iterate weekly, and scale what works.
- Prepare for aggregator rollouts: train your team on fundamentals now so advanced systems deliver value on day one.
Why this matters to marketing leaders
Agentic workflows close the gap between brand promise and real client experience. They enable personalisation at scale, reduce lag between touchpoints, and keep messaging consistent across channels and advisors.
- CX continuity: every interaction reflects the client's history and intent.
- Content ops: FAQs, checklists, and disclosures generated from approved libraries-updated once, used everywhere.
- Revenue impact: faster cycle times, higher conversion, and more referrals from a smoother process.
Franklin's core message
"It doesn't remove the human touch; it frees brokers to double down on it," Franklin said. You don't need to be an AI engineer to benefit-start small, stay safe, and build confidence with foundational tools. When larger AI systems arrive from your aggregator, you'll be ready.
Event: Broker Innovation Summit Melbourne
Learn more strategies at the Broker Innovation Summit Melbourne, run with principal partner NextGen. The summit takes place on Tuesday, 23 September 2025, at The Edge, Fed Square in Melbourne.
Tickets and full agenda are available via the event site.
Keep your team's skills current
If you're building a marketing-led AI capability, explore role-specific upskilling and certification:
Adopt the small wins now. Keep the loop human. Let AI do the grunt work so your people can focus on conversations, trust, and growth.
