The Intermediary – December 2025 - Flipbook - Page 68
T E C H N O L O GY
Opinion
AI: Broker
friend or foe?
A
rtificial Intelligence
(AI) is no longer a
futuristic concept;
it’s reshaping
every corner of the
financial services
landscape. From underwriting
to fraud detection and client
engagement, its impact on the
mortgage industry is undeniable. But
using it responsibly while preserving
human judgement remains the
real challenge.
Underpinned by data-driven
insights and personalised
recommendations, expectations for
the modern advice process are higher
than ever. When implemented with
care and due diligence, AI can help
bridge this gap in terms of enhancing
systems, streamlining processes,
and improving the overall client
experience.
Yet, while automation can support
information gathering and decisionmaking, context, empathy and
professional judgement will always
require a human hand. AI might flag
anomalies, but only an experienced
adviser can interpret them correctly
and ensure the right customer
outcome. Machine learning still
struggles with emotional nuance, and
that’s where human instinct remains
the greatest advantage.
From a regulatory perspective,
the Financial Conduct Authority
(FCA) remains technology-agnostic,
focusing instead on accountability
to ensure firms can evidence
how AI supports compliance and
consumer protection.
Any tool or process should be
tested, documented, and explainable,
with due diligence carried out on AI
suppliers to confirm that customer
data is managed securely and ethically,
helping to maintain trust and
confidence throughout.
Data security and privacy remain
paramount. Firms must handle
information transparently and
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The Intermediary | December 2025
responsibly, ensuring AI systems are
compliant and safeguarded against
the misuse or unauthorised sharing of
sensitive data.
Inevitably, the next few years
will see deeper integration of AI
throughout the mortgage journey.
Digital natives, who are more
comfortable with online interactions,
will drive demand for faster, smarter
and more digital-first experiences.
As AI continues to evolve, so will
its ability to support marketing,
risk management and customer
retention, but maintaining a balance
between technological innovation and
regulatory rigour will be key.
Firms that adapt thoughtfully will
not only improve efficiency, but also
strengthen their ability to deliver
fair, transparent, and high-quality
outcomes under Consumer Duty.
Practical wins for brokers
Transitioning to new technologies
takes time and investment, but the
long-term benefits far outweigh
the risks of standing still. For many
advisers, experimenting with AI
in small, low-risk ways is an ideal
starting point.
Simple tools that help structure
meeting notes, summarise client
interactions or manage routine
communications can reveal
efficiencies that build confidence and
familiarity. Over time, these skills
can be safely applied in professional
seings to enhance productivity and
service delivery.
In practice, AI can already support
brokers by:
Analysing call transcripts to produce
quick, compliant summaries or
notes aer client conversations.
It can also automatically generate
follow-up questions based on
client intent.
Gathering key client details beyond
‘standard’ office hours to streamline
case preparation.
Analysing internal business data
VICTORIA THOMPSON
is head of strategic
partnerships at Barclays
to identify trends and optimise
marketing performance.
These small but meaningful wins can
deliver significant results, freeing
brokers to focus on what maers most
– building relationships, interpreting
nuance, and delivering truly
personalised advice.
Aer hosting a recent Barclays
webinar on this very topic, I believe
that AI can support by processing data
and generating insights. However, it
still can’t read the room, build rapport
or understand unspoken dynamics.
It has significant benefits, but with
its current limitations it still requires
a human touch. As AI continues to
develop, it is pivotal we influence how
it shapes the future role of the advisor.
AI is here to stay. Those who
embrace it safely and strategically
will not only help future proof
their businesses but also raise the
benchmark for advice and client
experience across the mortgage
market. Ultimately, success will
belong to those who blend technology
with empathy by using AI as a partner.
It is our collective responsibility
to shape how AI impacts us and our
industry. Rather than waiting for
technology to dictate the future, we
must take an active role in guiding its
development and application.
By engaging early through
education, ethical decision-making,
and strategic adoption, we can ensure
AI enhances our work, supports our
values, and drives positive outcomes.
If we remain passive, these tools will
evolve without our influence, leaving
us to adapt to systems we didn’t help
design. Proactive involvement today
is the key to creating an AI-enabled
future that benefits everyone. ●
