Call us: +44 (0) 24 7601 6308
Call us: +44 (0) 24 7601 6308
As AI, automation, and accounting software evolves, it's natural that you might be fielding more questions from clients about how you are using AI and tech, and how they can make the most of it in their firms too. Technological advancements are shifting the Accounting industry faster than anticipated and clients are taking note. Questions may arise about how their tax return is being processed and if AI has played a part. Perhaps clients are wanting to manage their own compliance work using technological advancements despite not knowing the true scope of what’s involved and how to keep everything secure.
Jump to:
XERO, MYOB and other accounting software giants are integrating automation as an option for accountants to streamline their work. This cannot be a fix-all solution though and is unlikely to redefine the role of an accountant or the ability to maintain an elevated career trajectory. According to Accountants Daily, 68% of accountants reject the idea of replacing their workers with AI at all. Embracing the current trend of technological evolution is key to maintaining a client relationship built with confidence, transparency, and managed expectations. Here are 5 ways you can stay ahead of the curve:
Clients may assume that if a firm is using AI that this means they are paying for a product that is worth less than what they’ve signed up for. This is a great moment to check in with your client and inform them about what AI- assisted software can and cannot do for intricate tasks like business activity statement (BAS) lodgements, self managed super fund (SMSF) regulation, Australian Tax Office (ATO) compliance, and audit risk. Your clients need to understand how you are incorporating AI and the benefits for them and their firm. Set realistic expectations around what is currently offered through the technology your firm uses and remind your client of the value your services are able to provide through experience, training, and skill. Tech and AI are used as enhancements to the service offering, not as a replacement.
As technology evolves, so does the software your accounting firm adopts. The goal is to keep your client informed when your tech stack changes and how it will affect them. We’ve devised an example case study of a regional Australian firm can keep on top of client communication so they can manage their expectations about their offerings and how new technology impacts them:
Some clients may bristle at the thought of using AI or automation as part of your services, and not without good reason. In October 2025, Deloitte found themselves in a tough spot after using AI in their reporting processes. This oversight that saw a submission of a report to the Government filled with AI-errors came with a $290,000 fee paid back to the taxpayers. It’s a reminder that AI is a tool, and not a truly 100% reliable resource which therefore needs to be proofed.
AI can be used to enhance your services, but not as the true bread and butter of a successful firm. Use this opportunity to educate your clients on how technology is refining your work, not replacing it, and reestablish your value as their advisor. Clarify that your judgement relies upon strategy, experience, skilled interpretation, the collection of valuable data and reporting it in a palatable way. Position yourself as a trusted advisor first and foremost, and not something that can be replaced by technology.
While many clients are known to reach out during peak periods like the end of financial year (EOFY), many are expecting year-round communication to stay ahead of their finances. Some ways to do this are:
Allow for a 15min Q&A at the end of each session so attendees have the chance to ask specific questions. Some firms have regular Q&A sessions where attendees can drop in and out if they have questions.
Speed doesn’t always offer simplicity and it’s important your client knows that even though technology is advancing and making tasks simpler, this does not change your turnaround time. If a client flags that using AI should produce instant results, gently remind them that technology is only a tool, and all data needs to be checked for accuracy which takes time. The data will also need to be deciphered and translated so your client can understand your findings. The client needs to understand that the following things (that sit with them) could delay each task:
This is especially true during peak tax periods, when expectations can become overwhelming for both clients and accountants alike. Managing the belief that technology speeds up your collective process is essential throughout the year so that demands lessen during the busy season.
