ISCOVER
The major brokerage has rolled out a suite of artificial intelligence productivity tools for brokers and unpacked its AI strategy moving forward.
Speaking at Mortgage Choice’s national Empower conference in Sydney on Wednesday (27 August), senior executives from the REA-owned brokerage - including CEO Anthony Waldron, REA Group’s director of engineering, financial services Damon Roberts and REA’s data and AI senior product manager Ally Gu - unpacked how it was harnessing artificial intelligence (AI) to ease broker administration, improve compliance, and enhance client engagement.
The group announced that a range of AI tools had already gone live for the 1,100 brokers in the Mortgage Choice network, and launched a new training centre to teach brokers how to use them.
The AI suite, branded “Gems”, have been rolled out to Mortgage Choice brokers through Google’s Gemini platform – introduced to the broker network in April 2025.
These include:
-
A social media assistant that creates marketing campaign materials for different social media channels and generates relevant AI images for them;
-
A meeting assistant that transcribes and summarises client discussions and drafts follow-up emails that brokers can export to Gmail; and
-
A document assistant that reviews client files for errors, compliance, and fraud checks, including finding discrepancies between payslips and tax returns, or highlighting when newer information may be required.
The Gems are embedded in existing Google Workspace systems and designed to “sit quietly in the background” of broker workflows, alongside AI-powered search in the broker Help Centre.
What’s next?
In addition to tools already in market, the group showcased several additional AI-backed features that are in testing phase.
These include lead management AI that prioritises prospects, client relationship AI that draws on REA Group and PropTrack data to predict refinancing behaviour (and detail when a broker should be contacting a client based on the propensity to do so), and a policy search assistant that can instantly map lender requirements into an easy-to-read table.
Mortgage Choice also outlined longer-term concepts that the teams would be working on, including a live product search during client meetings and AI-assisted loan submission systems to help pre-empt errors or missing documents.
During a demonstration of the Gemini-backed AI tools built for Mortgage Choice brokers, Gu commented: “These aren’t random tech features — they are your biggest daily pain points. Our philosophy is simple: we want to amplify your strengths and automate the rest.”
Roberts added: “These experiments show where the broker journey can be transformed. But the best part is that these Gems are already live today... This is not some distant future — brokers can start using them immediately to save hours on admin and reinvest that time into clients."
The company stressed that the strategy is not about replacing brokers but amplifying their capacity by “giving back time so they can do what they do best: building relationships and closing deals.”
Announcing the AI roadmap at the Empower conference, Mortgage Choice CEO Anthony Waldron said: “Customers are expecting more personalised lending services. But that means that we also need to be able to make your jobs easier. We need to provide you with tools that make it more efficient for you to do your job, and technology and AI is reshaping the way that engagement works.”
However, he added: “There’s still a massive role for brokers to provide confidence and assurance — and that makes you more important than ever before.”
Speaking to The Adviser, the CEO elaborated: “I think the thing that AI actually does is it allows brokers to spend more time with the customer, and it’s the customer where they’re actually generating the revenue and building relationships.
“If you’re using AI really well, you’re enabling better service, getting in front of more people and being more efficient.”
He added that the AI tools could also help brokers scale more quickly for less cost.
Waldron told The Adviser: “For some people, it’s going to mean they don’t want to have to work weekends or nights — they might use these AI tools because they want to get their life back. For others, it will be about: how quickly can they grow their business and how big can they be? There isn’t one benchmark. What we want is to create time for brokers to manage both existing customers and new opportunities.”
Waldron concluded: “Trust in brokers and in the security of customer data is more essential than ever. As technology evolves, brokers matter more than ever before, because they provide that confidence and assurance while we give them the tools to make the process easier.”
New AI Academy to train brokers
Mortgage Choice executives said the AI tools were developed after in-house broker research found that almost 90 per cent of surveyed brokers already using AI in some capacity but that three-quarters were seeking further training.
As such, Mortgage Choice has launched a dedicated AI learning program to ensure its brokers have the knowledge to use them effectively.
The MC AI Academy will offer eLearning modules, webinars, guides and in-person training, including for its other tech integrations, such as the Frollo Financial Passport and Quickli.
REA Group executive Nicole Devine commented: “Using AI tools without proper training is like putting a learner driver behind the wheel of a race car.
“That’s why we’re so excited to launch our AI Academy, which will fast-track Mortgage Choice brokers’ AI capability and empower them to future-proof their businesses.
“No matter whether our brokers are early adopters of cutting-edge tech, or more cautious, they know that their relationship with their customers is their greatest competitive advantage. With this as our foundation, we asked ourselves: Where can we help brokers integrate AI into their business thoughtfully, to amplify what they do best, and let AI automate the rest?”
She added: “As the broking industry’s adoption of AI gathers pace, aggregators will play an increasingly important role in guiding brokers on best practice, while providing ethical and operational frameworks that protect them, their businesses and most importantly, their customers.
“The MC AI Academy is key to achieving just that.”
Mortgage Choice is the latest brokerage to announce its AI strategy for its brokers, following similar announcements from Loan Market and Aussie earlier this year.
[Related: Brokers warned to close AI capability gap as more tools roll out]
JOIN THE DISCUSSION