Spearheading automation: Chloe Britnell on AI agents, client value and training the next generation

The accountancy profession is under pressure. Rising costs, shrinking margins and the demands of compliance are forcing firms to rethink how they work. At the same time, clients expect faster responses, smoother journeys and more advisory support.

Technology is often presented as the answer, but the reality has been messy: disjointed apps, failed integrations and hours lost to admin. That’s why the arrival of AI agents and a unified platform is such a pivotal moment. 

Agentic AI experiences will automate repetitive tasks and complex workflows, empowering you with time savings and actionable insights. A reimagined interface will make finding what you need faster so you can stay on-task. And deeper functionalities will work together seamlessly so you can do more on a single all-in-one platform. 

To understand what this means in practice, we spoke to Dr Kamran Shaikh (Morgan Reach), Ros Hodgson (BCAMS Accounting & Training), Aaron Patrick (Boffix) and Chloe Britnell, (PJCO Chartered Certified Accountants). 

For them, they see AI not as a threat, but as an opportunity to reclaim time, scale client relationships and reshape their roles.  Across this series, they share how:

• AI agents can act as silent team members, handling the repetitive work.

• A single “place of truth” transforms client journeys.

• Efficiency becomes the foundation for deeper advisory conversations.

• The profession can attract and train a new generation of talent.

This is Humans + AI — a series of practitioner perspectives on what comes next.

For Chloe, the Intuit platform is more than an upgrade — it’s a turning point. A Partner and Chartered accountant at PJCO, she sees automation not as a slow evolution but as a leap forward. In her words, this is the technology that will finally “spearhead the change and drive forward the automation we really need.”

Multiple agents, multiple strengths

Chloe’s excitement comes from the way AI agents will be built into QuickBooks. Rather than a single tool, they act like a team. “From what I have seen so far, the platform is going to take AI agents into the QuickBooks we already know and love,” she says.

“I think having different AI agents within the platform means you do not just have one person in your corner, you have multiple trained to do specific tasks. Specialised agents will speed up those tasks and give more accuracy.”

Making client journeys smoother

For Chloe, the payoff is not just efficiency for accountants, but confidence for clients. Too often, small business owners try to do their own bookkeeping to save money. “They always get it wrong,” she says. “With the platform, AI agents will help detect common errors and clients will be prompted towards the right answer for them. That reduces the time we spend fixing mistakes and makes their experience smoother.”

Agents can also help maintain engagement. That means Chloe and her team can spend more time in conversation with clients — or more time at home with family, confident that admin is running in the background. 

“People who are business owners are often not trained to run a business but we as accountants can support them more if we have the time. This is where AI can assist and we can spend more time with our clients and helping them with their businesses.”

Building the next generation

For Chloe, one of the most exciting aspects is the way technology changes how new talent learns. She manages apprentices and knows first-hand what motivates them. “Manual, repetitive tasks will not keep them engaged,” she explains. “The platform can remove that burden and let them focus on higher-value work.”

What matters most is not just efficiency, but education. “Apprentices follow processes, but this will help them learn the why. If something goes wrong, they can investigate, understand the reason, and build judgement. That is how you grow the next generation of accountants.”

Opportunity through change

Chloe admits accountants are naturally cautious. “Technology can feel daunting, and accountants often worry it will create more work later,” she says. But her message is clear: the opportunity only comes when firms switch it on and test it. “The opportunity and the possibilities are endless, but unless you turn it on and give it a go, you will never know if it works.”

For her, the future is simple. As she puts it: “This is not just about compliance with HMRC. It is about giving clients real value and helping them thrive.”

“We're a young team and we’ve been wanting AI. We want new technology. We want to build that technology into our workflows and by having it in the QuickBooks platform that we know and love, is really exciting.” Now available to QuickBooks customers, a powerful, proactive team of AI agents and trusted human experts work together across the Intuit platform to handle repetitive tasks, surface insights, and support collaboration between business owners and their accounting professionals.

Disclaimer: Functionality will vary depending on plans. AI Agents (excl. VAT AI Agent): While available in all QuickBooks supported languages, the AI agent's output are currently in English-only. We recommend you review all outputs carefully. Finance Agent: Not available to customers with multi-currency enabled.

This information is intended to outline our general product direction, but represents no obligation and should not be relied on in making a purchasing decision. Additional terms, conditions and fees may apply with certain features and functionality. Eligibility criteria may apply. Product offers, features, and functionality are subject to change without notice.