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As more major brokerages pilot AI tools across their networks, brokers who haven’t moved beyond dabbling with risk are being urged to upskill.
Mortgage brokers are being urged to close a widening gap between curiosity and capability in artificial intelligence (AI) adoption, as more brokerages and aggregators begin rolling out AI tools across their networks.
In the past few months, major brokerages, including Aussie and Loan Market, have announced new AI initiatives for their broker networks in order to improve efficiencies and productivity.
However, AI and digital marketing specialist Adam Franklin has warned that the pace of AI adoption may be accelerating, but few brokers know how to fully utilise artificial intelligence.
Speaking to The Adviser, Franklin noted that many brokers experiment with ChatGPT prompts, AI transcription software, or basic automation, but few embed these tools into their daily operations.
“Curiosity opens the door, but capability builds the system,” Franklin said. “It’s one thing to ask ChatGPT a question; it’s another to integrate AI into your client follow-up, compliance checks, and marketing in a way that’s strategic, ethical, and compliant.”
Franklin gave the example of brokers trying to replicate automated client onboarding but with little success. He put this down to them not having a clear process, resulting in patchy outcomes, compliance concerns, and, eventually, seeing time and money wasted as teams revert to old habits.
The pattern, which Franklin calls the “curiosity-capability gap”, leaves some brokers cycling through tech FOMO followed by quiet abandonment, while early movers turn AI into a competitive advantage, delivering faster client service and leaner operations.
“I’ve seen brokers reclaim an hour a week just by automating one repetitive task,” Franklin said.
“That builds confidence. Soon you’re saving 10 hours a week, which frees you up for higher-value work like relationship building and strategic planning.”
Franklin added that timing is critical. “With aggregators now piloting AI tools for their broker networks, the brokers who already have the skills to integrate and adapt those tools will leap ahead. Those still at the dabbling stage will be playing catch-up.”
To help brokers build practical AI capability, The Adviser’s sister brand, Captivate Q, has launched AI Edge for Mortgage Brokers, a one-day, hands-on workshop. Spaces are limited to 40 brokers.
It will debut in Sydney on 15 September at QT Sydney, with Melbourne, Brisbane, Perth, and Adelaide dates to follow.
Program director Louisa Thomas said the workshop aims to help brokers move from experimentation to confident, compliant execution.
“AI is no longer a side project – it’s becoming part of how leading brokerages operate every day. Those who build capability now will be the ones with the genuine competitive edge,” Thomas said.
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