What an AI employee does, and what it never does
By Keegan Opperman Published
An AI employee is software that does a defined set of jobs for a brokerage and reports back to its brokers. At Broker Twin it handles four jobs, and there are four things it never does.
What is an AI employee?
An AI tool waits to be used. An AI employee is given work. It can speak on the phone, send messages and read documents. It works within the hours and rules the brokerage sets, and everything it gathers goes back to the broker.
What are the four jobs?
- Intake and fact-finding
- It answers phone calls, collects the client’s details and completes the fact-find.
- Back to you: a summary to review before your first meeting.
- Gathering documents
- It requests each document, checks that it is the right one, readable and complete, and asks again for anything missing.
- Back to you: a complete file.
- Rate monitoring
- It compares the rate on each loan in your book with the rates lenders publish.
- Back to you: a list of the loans worth reviewing, and who to speak to first.
- Follow-up
- It handles routine follow-up and calls old leads, within the hours and rules you set.
- Back to you: the people who are ready to speak with you.
What are the four things it never does?
- It never gives advice. It gives no credit, financial or legal advice, and it does not decide whether anyone gets a loan, a rate or a product. You give the advice and make every decision.
- It never hides what it is. On every call it says it is an AI assistant and names the brokerage it is calling for. If a call is recorded, it says so at the start.
- It never puts a suggestion to your client. What it suggests, such as a loan that may be worth reviewing, goes to you.
- It never asks for passwords, PINs, tax file numbers or card numbers.
Why does the line sit there?
Advice depends on knowing the client, and it is licensed work in Australia. A person weighing the biggest financial commitment of their life should hear that advice from the broker who is accountable for it.
The work around the advice is different. Requesting a payslip does not take judgement. It takes persistence, and software has plenty of that.
Being open about what the AI employee is matters for the same reason. A client who knows they are speaking with an assistant, and knows which broker it works for, has no reason to doubt what follows.
What does the AI employee decide on its own?
It decides three things without a person. It chooses when to send a reminder or make a follow-up call, within the hours and rules the brokerage sets. It checks whether a document is the one requested, readable and complete. It compares the rate on a loan with the rates lenders publish.
Everything else is prepared for a person. Call summaries go to the broker to review, and loans that may be worth reviewing are flagged for the broker to decide. If a client thinks an automated step got something wrong, a person reviews it. Our privacy policy sets this out in full.
Can a client stop the AI employee contacting them?
Yes. A client can tell the AI employee during a call, reply STOP to a text message, or tell their broker. The AI employee stops and lets the brokerage know.
Who is responsible for the work?
The brokerage chooses which clients the AI employee contacts and which jobs are switched on. The broker stays responsible for the advice and for the relationship. The AI employee is there so the broker has more hours for both.
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