Paradigm has published the results of its first national survey into how mortgage and protection brokers are engaging with artificial intelligence, revealing strong curiosity and early adoption but also a clear appetite for more education and guidance.

The survey, carried out among Paradigm’s member firms, explored brokers’ understanding of AI, how they are already using it, and where they believe the main opportunities and risks lie.

While the findings suggest brokers are broadly positive about the potential of AI to improve efficiency and customer service, many respondents said they still need help integrating the technology safely and effectively into their businesses.

Three-quarters of respondents said they understood how AI had evolved over the past half-century, indicating a solid base level of knowledge. More than 80% had used tools such as ChatGPT or Copilot in the last three months, reflecting widespread engagement with emerging AI technologies.

SKILLS GAP

However, only around 45% said they understood the difference between open and closed data systems, highlighting a continuing technical skills gap.

When asked to assess how well their firms were aligning with AI across key operational areas, brokers gave average scores between 2.26 and 2.82 out of five for data governance, workforce readiness and strategic planning. Around 30% said they were already using AI in marketing, particularly for content generation, design and analytics.

A large majority – nearly 87% – said they wanted to learn more about how AI could support their work, with the strongest interest in improving process efficiency, marketing, verification, customer experience and business development.

GUIDANCE AND TRAINING

Paradigm said the findings underline a clear need for practical guidance and training across a range of business functions. The group plans to work with lenders and partners to design an educational programme aimed at helping brokers use AI confidently and securely.

Richard Howes, director of mortgages at Paradigm Mortgage Services, said: “We thank everyone who completed the survey, which gives us great insight into the knowledge within our community around this subject. The fact that people want to know more about AI in all aspects of their business is really encouraging, and they see AI as something to walk towards rather than away from.

“Over the next few months, we’ll be producing information and guidance to help firms market their business using AI and large language models, while also helping them protect themselves from the bad actors who will inevitably seek to exploit this technology. Our goal is to ensure businesses can embrace AI safely, effectively, and profitably.”

Karl Griffin, founder and chief executive of JammJar, an AI-native platform for brokers, added: “The pace of AI innovation means this isn’t a ‘wait and see’ moment for brokers – it’s a fundamental shift.

“Customer expectations are evolving faster than ever, and the firms that embrace AI will be the ones who scale, attract talent, and deliver standout customer experiences.”