Advice businesses are entering a new phase where AI is changing how work gets done, not just faster, but with less manual processing required across the business.
Much of the day-to-day work in advice still sits behind the scenes. Reviewing documents, updating records, and maintaining client data are necessary tasks, but they limit how much time advisers can spend with clients. AI is beginning to shift that balance by handling more of this operational work in the background and allowing advisers to focus on decision making, client relationships and outcomes.
The Adviser Platform (TAP) launches TAP’s AI Agents, introducing new AI capabilities designed to automate some of the most operationally intensive workflows in advice businesses.
Many advisers struggle to regularly reach out to all clients during anniversary cycles or when payments are missed. Even in businesses where these workflows are managed effectively, the sheer volume of operational work creates a significant burden, and activity is not always consistently captured within the CRM, limiting visibility, reporting, and auditability.
TAP’s AI Agents are designed to streamline these workflows directly within the platform, helping strengthen client engagement and every action is automatically logged, tracked, and visible.
The first TAP AI Agents available are the Anniversary Agent and Arrears Agent, which automate workflows that are traditionally manual, repetitive, and difficult to scale as client volumes grow.
The Anniversary Agent automates anniversary processing directly within the CRM by processing communications, extracting key data, updating client and policy records and linking supporting documentation automatically. This reduces manual admin and ensures the CRM reflects the work being done across the business.
The Arrears Agent automates missed payment workflows within the CRM by processing arrears notifications, notifying clients, creating follow-up activities, and maintaining accurate policy records. This improves visibility into arrears activity, reduces manual handling, and helps firms better protect client cover.
Ryan Edwards, Managing Director at TAP, said the focus is on removing the repeated, time-consuming operational work that sits around advice.
“For most advice businesses, the constraint is not giving the advice. It is the volume of operational work required around it. The firms that scale successfully over the next decade will be the ones that can maintain high-quality servicing, accurate data, and consistent client engagement without continually increasing administration.”
“With TAP’s AI Agents, our platform moves beyond recording activity to helping execute it. Firms are no longer relying solely on people to maintain processes manually. The platform itself becomes part of how work gets completed.”
A large proportion of time in advice businesses is spent maintaining and preparing information, rather than delivering advice. That work is necessary, but it does not scale. As client numbers grow, the administrative workload increases and maintaining consistent, usable data becomes more difficult. Over time, this creates operational friction across servicing, engagement, reporting, and data quality - limiting how effectively businesses can scale.
Automating workflows like anniversary processing and missed payment processing changes that dynamic. Data remains more accurate and reliable, engagement becomes more proactive, and both admin staff and advisers are able to reclaim hours each week, with admin staff focusing on higher-value tasks and advisers focusing on client relationships and delivering great advice.
The efficiency gains are clear, along with a significant increase in capacity. Businesses can handle more without increasing headcount, supported by better data and more streamlined operations.
This leads to more accurate CRM data, more proactive client engagement, improved compliance, and reduced operational workload - making it easier for advisers to deliver more advice and achieve better outcomes for clients.
CRM systems have long supported advice businesses in managing and organising client data. TAP’s latest AI capabilities build on that foundation and extend what the platform can do.
With TAP’s AI Agents, the platform moves beyond recording activity to helping execute it. Workflows that previously required manual input can now be processed within the system. Client records are updated, data is maintained, and tasks are completed in the background while advisers retain full visibility and control.
“We’re moving beyond a CRM platform that simply stores information. TAP’s AI Agents actively execute operational workflows within the platform, helping advice businesses scale, maintain high-quality data and improve client engagement,” Edwards said.
The Anniversary Agent and Arrears Agent are the first of a series of AI Agents that TAP is developing across the client lifecycle.
Rather than acting as assistants, these agents complete defined tasks within the CRM, supporting more consistent operations at scale.
“This isn’t about replacing advisers. It’s about changing how work gets done so advisers can focus on judgment, relationships, and delivering great advice,” Edwards said.
In many businesses, operational workflows are completed but not consistently captured within the CRM, limiting reporting visibility and creating gaps in operational oversight.
By standardising these workflows, TAP’s AI Agents help ensure records remain structured, complete, and audit-ready. Consistency becomes embedded in the process, rather than dependent on individual execution.
“Consistency and accuracy are critical in advice. By reducing manual handling and applying structured processes, we’re helping firms improve data quality and operate with greater confidence,” Edwards said.
TAP emphasises that AI Agents are designed to support advisers, not replace them.
While workflows are executed within the system, advisers retain oversight. They can review, validate, and act on outputs, with errors flagged and exception reporting provided, ensuring firms benefit from automation while maintaining control and accountability.
This also creates more capacity for admin staff to focus on higher-value tasks that support advisers in delivering more great advice.
This is the first step in a broader AI roadmap across the client lifecycle, with future releases extending into additional workflows to further reduce manual effort and improve how advice businesses operate at scale.
Planned agents include new business processing, underwriting status tracking, and application checking. In addition, Native AI capabilities such as meeting transcription and summarisation are being developed to support workflows across insurance, lending, and other advice areas, reflecting TAP’s focus on AI tools purpose-built for advice businesses and designed around real workflows.
Mike Taylor, Chief Technology and Operations Officer (TAP), said, “This is the starting point. We’re building AI Agents across the advice workflow to help firms scale with better data, more consistency, and less operational friction. It reflects how TAP is building AI, focused on real workflows and turning practice data into intelligent action.”
The Anniversary Agent and Arrears Agent are available now. Learn more here.
The Adviser Platform (TAP) enables firms to run their Risk, Mortgages & KiwiSaver teams in one place and is currently used by over 550 advisers nationwide. Its modern CRM + AI-powered platform, along with compliance and admin services, allows advice businesses across any group to operate more efficiently, serve clients better and grow into high-performing firms, unlocking new revenue streams and building long-term business value. With a proven track record of fast migrations, strong change management and end-to-end onboarding support, switching to TAP is seamless.
