It says it is an AI assistant
On every call the AI employee says it is an AI assistant and names your brokerage. Every text message names your brokerage too.
For brokers and their clients
Security and compliance at Broker Twin
What the AI employee tells the people it contacts, the lines it never crosses, and how client information is handled.
On every call
Clients always know who they are dealing with.
It says when a call is recorded
If a call is recorded, the person is told at the start of the call.
It stops when asked
A person can tell the AI employee during a call, reply STOP to a text message, or tell you. It stops and lets you know.
The lines it never crosses
Four things the AI employee 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 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 secrets
It never asks for passwords, PINs, tax file numbers or card numbers.
It never calls outside the allowed hours
It calls only within the hours the telemarketing rules allow, and within the hours you set.
Client information
It stays yours.
Client information belongs to you and your clients. We use it only to provide the service.
Who can see it
- Only your brokerage. A client’s information goes only to that client’s own brokerage.
- Never sold. We never sell personal information, and we do not use your clients’ information for our own marketing.
- Limited access. Access is limited to the people who need it to do their work.
Where it is kept
- Hosted in Australia. Our main database is hosted in Australia.
- Some processing overseas. Phone, messaging and voice AI providers may process call audio, transcripts and messages in the United States when the service is in use.
- Encrypted on the move. Information is encrypted when it moves between systems.
When things change
- If there is a breach. We tell you without undue delay, and help you assess it and meet any duty to notify.
- When a client asks. We help you respond when a client asks to see or correct their information.
- When you leave. You can ask for a copy for 30 days. After that we delete it within a further 60 days, except what the law requires us to keep and backups.
Automated decisions
What the software does on its own, and what it leaves to a person.
Steps it takes without a person
- Timing. It chooses when to send a reminder or make a follow-up call, within the hours and rules your brokerage sets.
- Document checks. It checks whether a document is the one requested, is readable and is complete, and asks again if it is not.
- Rate comparison. It compares the rate on a loan with the rates lenders publish.
Steps where it helps a person decide
- Summaries. It summarises calls and the details a client has given, for you to review.
- Flags. It flags loans whose rate may be worth reviewing, and suggests which clients you speak to first.
- Review. If a client thinks an automated step got something wrong, a person reviews it.
Our privacy policy sets this out in full, including the information the software uses for each step.
Your part
What stays your responsibility.
Your licence and your clients
- Your advice. You remain responsible for all advice and credit assistance given to your clients, including responsible lending and the best interests duty.
- Your privacy notices. They need to tell clients that you use an AI assistant that may call and message them and record calls.
- Your consents. You hold the consents the law requires for calls, emails and text messages.
Checking the work
- Review before you rely on it. Call summaries, document checks and rate alerts are produced by software, including AI. They can be wrong or incomplete.
- Confirm rates. Confirm a rate with the lender before you act on it.
- Keep your records. You remain responsible for keeping the records your licence and the law require.
Features that use bank data under the Consumer Data Right are not yet available. Before they are switched on, we will publish a Consumer Data Right policy on this website.
This page is a summary. Our privacy policy and terms are the full statements, and they apply if anything here differs from them.