Helping brokers get AI right: the aggregator’s new role

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As AI reshapes the broking industry, aggregators must go beyond simply providing access to tools – building broker capability, ensuring safe adoption and developing solutions that truly reflect brokers’ workflow demands

THE ROLE of the aggregator is changing, and AI is at the centre of that shift. The pace of change in the broking industry is accelerating. Aggregators are critical to helping brokers keep up, and to empowering them with the solutions that are shaping the future of broking. AI has the potential to transform the broking industry, but it’s not enough for aggregators to give brokers access to AI-powered tools. For AI to deliver real value to brokers, it needs to be deployed with proper safeguards and aligned to a broker’s workflow and the customer life cycle.

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“A broker’s greatest competitive advantage is the relationship they’ve built with their customers”

PAUL WILLIAMS, Mortgage Choice South Melbourne

Published 22 Jun 2026

“The Gem has really helped reduce the number of follow-ups we receive from lenders, which saves me time and enables me and my team to deliver a better customer experience”

The aggregator’s evolving responsibility As AI adoption in the broking industry accelerates, Mortgage Choice CEO Anthony Waldron argues that aggregators have a responsibility that goes beyond simply providing access to tools. He says, “A broker’s greatest competitive advantage is the relationship they’ve built with their customers. Aggregators have a responsibility to help brokers safely integrate AI solutions that help them streamline the most time-consuming parts of their day so brokers can spend more time nurturing their customer relationships. “Brokers want to access the benefits AI solutions can deliver while also feeling confident that they can safely use those solutions in their business while deepening the trusted relationship they have with their customers. That’s why we’ve given our network secure access to tools that we’ve vetted. It’s also why we’ve developed tools hand in hand with brokers to ensure they deliver value.” The promise of AI Mortgage brokers are time poor. In any given day, brokers manage multiple leads and customers at different stages of the property journey, research complex policy scenarios and enter data into several systems, all while staying on top of lender policies and meeting their compliance obligations. For many brokers, they’re doing all this while juggling the demands of running a brokerage – managing everything from staff and IT systems to financials and marketing. Waldron says, “AI promises to save brokers time, but it can’t deliver on that promise if brokers don’t know how to meaningfully and safely integrate it into their day-to-day workflows. Introducing new tools and technology without the right training and support can create friction and overwhelm for users.” Building capability, not just access To help its network of over 1,100 brokers embed AI tools into their workflows, Mortgage Choice is nurturing broker capability via the virtual Mortgage Choice AI Academy, AI-focused Professional Development Days and in-person workshops run by state teams around the country.

Built with brokers, not for them The aggregator’s AI strategy centres on building solutions alongside its broker network. This approach helps ensure the solutions developed reflect the real demands of a broker’s day. Waldron says, “AI tools can be powerful for surfacing information quickly, but at the end of the day, brokers are responsible for the decisions they make and the advice they deliver. Our broker working groups and pilot groups have been critical to helping our teams identify the parts of a broker’s workflow where AI can help them access the information they need sooner or complete tasks faster. “Our wins in the beginning were as simple as building agents that could create meeting notes or summaries and draft emails. Over the last year, we’ve built agents for more specialised tasks, including credit analysis, strategic growth and coaching and back book management.”

Mortgage Choice brokers were given secure access to Google’s Gemini in early 2025. Since then, the aggregator has custom built over a dozen Gemini Gems (agents) that act as brokers’ assistants to deliver significant time savings. Mortgage Choice broker Paul Williams, who runs a brokerage in South Melbourne, was an early user of the Gems. “Giving us secure access to Gemini and custom-built Gems was one of the best things Mortgage Choice has done in recent years,” Williams says. “One of my favourite Gems is the Meeting Assistant, which takes notes during meetings that I can use to draft follow-up emails to customers as well as handover notes to my team. This Gem alone is saving me around 30 minutes per meeting. The thing I love most about the Gem is that it has allowed me to be more present in meetings because it captures the information I need. “Another favourite is the Company Financials Gem, which saves me hours sorting through clients’ tax returns and financial statements to extract income for an application. “I was also part of the pilot for the Document Verification Gem, which cross-checks client files against financial evidence requirements. It’s an incredible tool because it can summarise a 200-page Contract of Sale in seconds, to identify details like special conditions and body corporate minutes. The Gem has really helped reduce the number of follow-ups we receive from lenders, which saves me time and enables me and my team to deliver a better customer experience.” For Waldron, Williams’ experience is what considered AI adoption looks like in practice. He says, “The brokers best placed for the future won’t necessarily be the ones who adopted AI earliest; they’ll be the ones who do so in a considered way to find tangible benefits, consciously deciding where they bring the most value to a client relationship and where AI can bring the greatest value. That’s the aggregator’s job today – not just to open the door to AI but to make sure brokers are equipped to integrate it confidently into their business.”

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Anthony Waldron, Mortgage Choice

PAUL WILLIAMS, Mortgage Choice South Melbourne