AI a potentially potent tool in client communication

Client-adviser relationships are already being reshaped by increased global and domestic volatility. Policy changes at home, the ever-rising cost of living, conflicts overseas and the ever-unpredictable economic actions of the Trump administration are driving uncertainty within the market. This is causing clients to want to reach out to advisers more, seeking certainty, guidance and affirmation of their current financial strategy.

According to Investment Trends’ 2025 Adviser Product Marketing Needs Report, the data backs this up, with nearly half of surveyed advisers saying they had increased client contact over the past six months.

However, with the ever-growing complexities of running an advice business, more client touchpoints can take up even more of an adviser’s time.

In Milford Australia’s recently released research paper, Calm Over Calamity, the firm said these important touchpoints can be acted upon in detail for clients through the use of AI.

“Most advisers face two major challenges in creating bespoke content for their clients,” Milford said.

“Firstly, there is almost an overwhelming amount of analysis and expert commentary sent to them by fund manager partners, and secondly, writing is generally not a core strength.”

As Milford highlighted, one of the strengths of AI language bots such as ChatGPT is being able to quickly synthesise complex information, putting it into easily digestible, client friendly packages.

Milford provided an anecdote from Capital Focused Private Wealth adviser Chris Rehbian: “I actually used AI to draft the skeleton of my email. I fed in a few key points, and it helped me structure something really client friendly. Then I just tweaked it to make it my own.”

Speaking on the pressures advisers face during periods, Kristine Brooks, chief country officer for Milford Australia highlighted the need to keep clients calm when the market is growing volatile is often complicated by the need to synthesise complex information, so it is comprehensible.

“Collating and simplifying all this complex data into client friendly talking points can be a daunting task without specialised expert assistance. The more tech savvy practices are recognising the power of AI to handle such a vital task without the need for expensive external support,” Brooks said.

She added: “Advisers are now using AI to cut through complexity and deliver clarity, driving not just more efficiency but ultimately better client outcomes.”