AI enquiry follow-up for accountants: what to automate
By Antonio Sawlwin, Red Dog AdvisoryPublished 4 November 20265 min read
AI can give a small practice hours back each week at the front door. It can also cause real problems if it is pointed at the wrong job. Here is how we think about the line, with a short exercise so you can sort your own tasks.
Sort your tasks: automate, assist or keep human
For each task, tap what you would do. You will see our suggestion and why.
- 1. Answer calls while you are with a client
- 2. Book an intro call into your calendar
- 3. Send a confirmation and reminder text
- 4. Follow up a lead who has not booked after two days
- 5. Ask for a Google review after a finished job
- 6. Chase a client for missing documents
- 7. Write a fee quote for a standard return
- 8. Reply to an email about a complex tax situation
- 9. Give tax or BAS advice
- 10. Handle a client with an ATO notice or a complaint
Our suggestions are a starting point for a small accounting practice, not compliance advice. You know your clients and your obligations.
The rule of thumb
Automate tasks that are repetitive, low risk and time sensitive. Assist where wording matters: the AI drafts and you approve. Keep human anything that involves advice, judgement or a client under stress.
What a sensible setup looks like
- An AI receptionist answers when you are with clients, takes the name, the need and any deadline, and books an intro call into your calendar.
- A confirmation and reminder text goes out automatically.
- A friendly follow-up goes to anyone who has not booked after a couple of days.
- A review request goes out after a finished engagement.
- Every call is summarised in your CRM, so nothing lives in someone's head.
What to keep out of automation
- Tax and BAS advice.
- Fee quotes for anything complex, without your input.
- Clients who have an ATO notice, a dispute or a complaint.
- Tax file numbers. Never ask for them over an AI call or text message.
Questions to ask any provider
- What can the AI say, and what can't it say? Can I change that myself?
- Can I read the transcripts and summaries?
- Where is call and enquiry data stored?
- Is it month to month, and can I switch it off?
- Can I hear it handle a real call before I commit?
Calls and enquiries contain personal information. Make sure your privacy policy says an AI assistant may answer, and check what your provider stores.
If you want to see how this works in practice, hear the live demo on our AI Receptionist page, or read the accountants page.
Sources and notes
No third-party statistics are used in this guide. The calculators use only the numbers you enter.
Want a second opinion on your numbers?
Book a free business check. We will look at where enquiries come from and where they are being lost, then tell you honestly what would help first.