Monicio has launched an AI-powered CRM aimed at bringing more of the mortgage process into one environment and reducing adviser administration. The development comes as brokers continue to debate whether digital transformation is delivering better client outcomes or simply adding another layer of technology.
For advice firms, the opportunity is to use AI for workflow support: recording and summarising interactions, chasing documents, identifying pipeline delays and prompting reviews. But the reported case of a chatbot incorrectly assuring a borrower that a payment holiday would not affect their credit record is a sharp reminder that AI-generated customer information needs robust human review, controlled source material, audit trails and clear escalation to qualified advisers.