Artificial intelligence is dominating conversations across financial services, and the mortgage sector is no exception. Yet for many brokers the reality of AI is less dramatic than some headlines suggest.
Rather than replacing advisers or reshaping the advice process overnight, the real opportunity lies in how AI can support firms by improving efficiency, reducing administrative workloads and helping brokers operate more effectively.
There is also clear evidence that the technology is already becoming part of everyday operations across the advice sector. The latest State of the Advice Nation (SOTAN) research from The Lang Cat shows that the proportion of advice firms using AI has more than doubled in the past year, increasing from 29% to 60%. Adoption is even higher among larger firms, where usage reaches 88%, while 81% of advice professionals outlined that AI became one of the most important areas of change for their businesses in 2025.
These figures demonstrate that AI is moving beyond experimentation and into practical application. The real challenge for brokers is ensuring the technology is introduced in a way that strengthens the advice process and delivers genuine value to clients.
Improving efficiency behind the scenes
One of the most immediate advantages AI offers intermediary firms is the ability to streamline time-consuming processes such as reviewing large volumes of documentation, verifying financial information and transferring data between systems.
Technologies such as document recognition are capable of extracting information from bank statements, payslips and tax returns automatically, reducing manual input and lowering the risk of mistakes.
AI can also enhance risk assessment and fraud detection. By analysing large sets of financial data quickly, these tools can identify unusual patterns or inconsistencies that may otherwise take longer to uncover through manual checks. The result is a faster and more reliable process without compromising oversight.
The influence and adoption of AI
Despite the rise in adoption, advisers remain cautious about allowing AI to influence client recommendations directly. When asked in the SOTAN research how comfortable they would be with AI-generated recommendations being used in client-facing advice, the average score from firms was just 4.1 out of ten.
Smaller firms expressed even lower levels of confidence, scoring 3.5, while larger organisations reported slightly greater comfort at 6.5. These responses highlight an important distinction between operational support and professional judgement.
Mortgage advice is built on experience, personal understanding and the ability to interpret individual circumstances. Clients expect advisers to assess their situation thoroughly and explain options in a clear and balanced way.
AI cannot replace that role, but it can support it. When used effectively, the technology operates in the background, assisting with information processing and allowing advisers to focus on the conversations and decisions that matter most.
Although adoption levels are rising, some obstacles remain. According to the same research, 46% of advisers cite trust in AI outputs as their main concern, while 40% highlight compliance and regulatory considerations.
These concerns are understandable in a highly regulated industry where accountability is essential. Firms must be confident that the technology they use produces reliable outputs and operates within appropriate regulatory frameworks.
The role of technology partners
Another important factor influencing adoption is the role of technology providers. Many firms now access AI capabilities through external platforms rather than developing their own systems.
While this makes advanced technology more accessible, it also means advisers must understand the tools they are using. Research indicates that many firms only have a partial understanding of their AI systems, particularly when those systems rely on external models.
Providers with deep knowledge of the mortgage market can offer transparency, training and support, ensuring advisers understand how these tools operate and how they should be applied within a regulated environment.
When integrated into well-designed platforms such as CRM systems or case management tools, AI can help remove friction from the mortgage process, improve data accuracy and enable smoother collaboration between brokers and lenders.
Ultimately, AI should be viewed as a practical tool, individually tailored, that strengthens the adviser’s role rather than diminishing it. The intermediary market is built on expertise, trust and strong relationships with clients. Technology cannot replicate those foundations, but it can help advisers deliver a more efficient and responsive service.
Dale Jannels is chief executive at One Mortgage System
