Editor's note: This brief was summarised by The Property AI Newsroom from a report by Property Industry Eye. Read the original article for full details.

AI Adoption in Estate Agency Focuses on Productivity and Service

AI is increasingly being used in estate agency to automate repetitive tasks and improve productivity. The sector is seeing rapid change as larger firms invest in new technologies, with a focus on combining smart systems and strong human expertise.

According to a report by Property Industry Eye, AI is already helping businesses across various industries by automating tasks and allowing staff to focus on higher-value work. In estate agency, technology is being used for processes such as qualifying applicants, booking appointments, recording conversations, generating marketing content, handling routine enquiries, and improving compliance.

Some businesses have implemented AI systems that answer inbound calls out of hours, make outbound calls at scale, book appointments, and record conversations. These systems can also flag customer preferences and help staff deliver more consistent service. The report notes that the sector has moved beyond basic AI tasks, with further innovations emerging.

The article highlights that AI is not seen as a replacement for skilled estate agents. Instead, it is viewed as a tool that can make agents more productive, responsive, and organised. By automating routine updates and reminders, agents can spend more time engaging with buyers and sellers.

The report also points to rising complaints in the industry and suggests that AI can support better communication and higher standards, improving the customer experience. The most successful firms are expected to be those that combine technology with strong people and culture, rather than relying solely on large technology budgets.

There is also an anticipated increase in demand for skills related to customer experience, workflow management, compliance, data analysis, and marketing. As AI-generated content becomes more common, original and authentic communication is expected to stand out.

The article notes that consumers are becoming more informed through AI-powered search and research tools, leading to higher expectations for customer service. Firms that embrace change and improve standards are likely to be the most successful.