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With brokers under pressure to deliver faster, more personalised service, agentic AI is proving to be a game changer in customer experience, said Bluewire Media marketing and AI coach Adam Franklin.
Franklin is set to deliver a keynote at the upcoming Broker Innovation Summit Melbourne, where he will outline practical strategies for brokers to implement the revolutionary technology.
“Imagine a broker who always remembers key details, delivers clear next steps immediately after a call, and provides tailored insights into refinancing or equity opportunities. That’s where agentic AI is lifting client satisfaction,” he told Broker Daily.
When brokers spend less time on admin and more time on conversations, client interactions improve, according to Franklin.
“With AI handling meeting summaries, loan comparisons, and proactive follow-ups, clients get faster responses and more personalised communication,” he said.
Approximately 78 per cent of international workers report AI is saving them time, with an average of 55 minutes gained per day – equaling almost an extra full day of productivity per week – according to International Workplace Group (IWG).
The IWG report found that AI improved workflow through automating routine tasks such as meeting preparation, access to shared insights, more effective follow-ups, and streamlining teamwork – all critical tasks in broking.
Another 40 per cent of the 2,000 professionals surveyed reported additional free time for team building and communication when AI was used to automate routine work.
With productivity gains evident, Australians are increasingly adopting agentic AI across industries.
Adobe reported that agentic AI usage has jumped 50 per cent in just three months, with 18 per cent having now used agentic AI, and another 42 per cent reporting they plan to use it within the next year.
For consumers already using AI assistants for tasks such as banking and online shopping, the satisfaction is high at 87 per cent, according to Adobe.
For brokers looking to scale their business without losing the personal touch, agentic AI offers a strategic solution, said Franklin.
“It doesn’t remove the human touch; it frees brokers to double down on it,” Franklin said.
“The big insight is this: you don’t need to be an AI engineer to benefit. Start small, stay safe, and build confidence with the foundational tools today.
“That way, when your aggregator rolls out the bigger AI systems, you’ll be ready to hit the ground running.”
To learn more about how to transform customer experience with agentic AI, come along to the Broker Innovation Summit Melbourne.
Run in partnership with principal partner NextGen, the summit will take place on Tuesday, 23 September 2025, at The Edge, Fed Square in Melbourne. Click here to buy tickets.
To learn more about the summit, including speakers and agenda, click here.