Artificial intelligence is on everyone’s radar, but how are mortgage brokers actually using it in practice? Russell Stephenson, director of Captivate Q, unveils what brokers have been telling him.
Over the past few weeks, I’ve spoken with more than 100 brokers across Sydney and beyond, and their answers were eye-opening.
Most brokers told me they’re only scratching the surface – using artificial intelligence (AI) to tweak emails, polish marketing copy, or create simple templates.
“It’s useful,” one broker said. “But I feel like I’m just playing with it, not actually changing my business.”
That comment summed up what I heard time and again: curiosity without clear direction.
Many also confessed to feeling overwhelmed by the sheer number of tools available. They know AI could save them time, but they’re unsure where to start or which applications will actually deliver results.
A smaller group, however, is moving beyond the basics.
These forward-thinking brokers are experimenting with workflow automation, lead qualification, and client data analysis. They’re already saving hours each week and freeing up time for higher-value conversations.
AI, at its core, is all about setting things up properly. It’s like buying a top-of-the-line espresso machine – if you never learn how to grind the beans, tamp them correctly, and steam the milk, you’ll never get the café-quality coffee it’s capable of producing. The same applies to AI: without a systemised approach, you’ll never unlock its full potential.
For brokers who are less than two years into their business, this moment represents a unique opportunity. They can embed AI into their processes from the outset, giving them scalability and efficiency from the ground up.
On the other hand, established brokerages shouldn’t assume they can sit back. Even successful, well-run operations need to explore efficiency gains, new layers of scale, and better profitability to stay ahead.
The truth is, everyone has dabbled in AI by now – most with ChatGPT at a base level.
But the brokers who actively integrate AI into multiple areas of their business, from client communication to marketing to back-office operations, will be the ones to gain the greatest competitive advantage.
The gap between those dabbling in AI and those implementing it properly is widening fast.
Brokers who take structured steps now will have a clear edge in both efficiency and client experience.
Russell Stephenson is the director of Captivate Q, the company behind the AI Edge for Mortgage Brokers masterclass being held in Sydney on 6 November.
The full-day, hands-on workshop is strictly limited to 40 participants and designed for brokerage directors, founders, and executives. It will provide practical guidance on how to integrate AI into daily workflows to save time, scale smarter, and build efficient, future-ready businesses.
For more information and to secure your place, visit www.aiedge.au/mb.
