This Industry Still Runs on Phone Calls and Paperwork—Zillow's Using AI To Change That
Real estate remains a paper-heavy, call-driven business, but Zillow (NASDAQ: Z) is piloting artificial intelligence to ease this burden. CEO Jeremy Wacksman shared how new AI tools are being tested to streamline workflows for buyers, sellers, agents, and loan officers.
"We are already piloting AI tools for the real estate agent and for the loan officers, so that it can listen to calls and summarize calls, and it can suggest next steps, and eventually will be able to proactively schedule those next steps," Wacksman explained.
Introducing The ‘Super Listing’ Experience
Zillow is building AI-powered home listings that go beyond traditional photos. The “super listing” combines machine learning with professional photography to create immersive virtual tours.
Buyers can explore interactive floor plans and 360-degree visuals enriched by drone flyovers that circle the property. This approach offers a way to virtually tour a home without stepping inside, making the browsing experience far more engaging.
AI for Real Estate Professionals
AI isn't only for buyers and sellers. Zillow is focused on helping agents and loan officers manage deals more efficiently. These professionals spend significant time on paperwork and coordination—tasks often described as busywork.
Wacksman sees AI as a tool to reduce this workload by filling gaps and even completing tasks proactively, making the workflow smoother and less stressful for everyone involved.
Connecting Both Sides Of The Deal
Improving the buying and selling process requires software that serves both clients and professionals. Zillow’s strategy targets both ends of the transaction, recognizing that success depends on integrating the experience fully.
"You can't just ecommerce it and fix one side of it," Wacksman said. "You have to actually plug everyone into a digital experience so that we can all have the experience we all want."
Digitizing Pain Points—And Reducing the Tears
Buying or selling a home can be emotional—half of all participants reportedly cry during the process. Zillow’s BuyAbility tool offers financial insights like credit score estimates and real-time budget fits to help users make informed decisions and reduce stress.
Wacksman pointed out that frustration often starts after users ask for help and face multiple offers before closing. Zillow aims to ease this by providing an integrated digital platform guiding users from browsing through to closing.
Elevating the Agent Role With AI
Generative AI will help real estate professionals work more efficiently, allowing buyers and sellers to educate themselves and become more selective when hiring agents.
With more information at their fingertips, clients view agents less as gatekeepers and more as trusted advisors—local experts, negotiators, and counselors who add value beyond data access.
Why This Matters For Zillow's Future
Over two decades, Zillow has learned that technology adoption leads to more educated, empowered consumers who spend more time engaged with listings and tools. This results in a smoother, more satisfying experience for everyone involved.
For real estate and construction professionals interested in how AI can improve workflows and client interactions, exploring relevant AI training can be beneficial. Courses on automation, prompt engineering, and AI tools tailored to professional needs are available at Complete AI Training.
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