『Why Realtors Aren’t Going Anywhere: Zillow’s Take on AI and Industry Change』のカバーアート

Why Realtors Aren’t Going Anywhere: Zillow’s Take on AI and Industry Change

Why Realtors Aren’t Going Anywhere: Zillow’s Take on AI and Industry Change

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In this episode of The Real Thought Exchange, powered by NSAR, Roger Boutilier (CEO, Nova Scotia Association of REALTORS®) and Sandi Carroll (NSAR President) sit down with Errol Samuelson, Chief Industry Development Officer at Zillow, to unpack what AI, portals, and evolving business models really mean for working REALTORS® in North America.They explore why AI won’t replace agents, how technology can actually strengthen the value of a REALTOR®, and why cooperation, transparency, and the MLS remain core to a healthy marketplace—especially as new models and private listing networks emerge.In this episode, we discuss:Why real estate is uniquely protected from being replaced by AI—and how agents who embrace AI will outperform those who don’tHow Zillow has used AI for years, from Zestimates and computer-vision floor plans to Zillow AI Mode and agent tools like Zillow ProHow AI can help REALTORS® serve clients better, communicate smarter, and work more efficientlyWhy MLS cooperation and transparency are worth defending, and how private listing networks can actually hurt sellers, buyers, and small brokeragesThe thinking behind Zillow Preview and how “preview-style” listings can build excitement and give agents better pricing and staging insightsWhy the human side of real estate—emotion, trust, local expertise, and guidance through a high-stakes decision—can’t be replaced by technology, only enhanced by it.Chapters0:00 – Errol’s opening thoughts: curiosity vs fear with new technology0:50 – Introductions: Roger, Sandi, and Errol1:17 – Errol’s real estate tech journey & early MLS innovation2:20 – Joining Zillow and career background2:54 – Zillow’s growth and brand in Canada3:59 – Zillow’s traction, traffic & engagement in the Canadian market4:32 – Canadian vs US consumer viewing patterns4:50 – How long Zillow has been using AI & where it shows up5:20 – Zestimate, computer vision, and AI-generated floor plans5:58 – Introducing Zillow AI Mode and conversational home search6:25 – Beyond beds/baths: search by lifestyle, commute, neighbourhood context6:42 – How AI Mode refines results by learning what matters to the consumer7:20 – Agent-side AI tools: Zillow Pro and consumer insights8:20 – Using AI to re-engage past clients (Follow Up Boss, AI-written emails)9:15 – Why AI emails get higher response rates than handwritten outreach10:01 – How Zillow prioritizes product development (start with problems, not tech)11:16 – Finding real consumer pain points: research, surveys, buyer/seller emotions12:33 – Why you listen for needs, not just feature requests13:18 – Why Zillow is focused on US & Canada (MLS, cooperation, transparency)14:00 – The rise of private listing networks in the US14:43 – Why “truly private” listings should be rare (celebs, judges, etc.)15:17 – Research: how off-MLS deals can cost sellers tens of thousands16:00 – Why private networks are bad for buyers, small brokerages & fair housing18:11 – The MLS as a unique North American advantage and trust layer19:15 – Fraud in rentals vs MLS-listed sales, and why compliance matters19:49 – Introducing Zillow Preview20:05 – What Zillow Preview is: a “movie trailer” for listings21:14 – How agents can gauge interest and adjust pricing/staging pre-MLS21:23 – Predicting days-on-market at different price points using preview data22:28 – Brokerage partnerships and industry excitement around Preview23:38 – “What’s next for Zillow?” – staying focused on transparency & access24:10 – Why more people than ever choose to work with agents25:07 – Trends: AI, low-cost brokerages, and the rise of agent teams27:45 – CREA’s work on professionalism and industry standards in Canada28:15 – Final industry thoughts from Errol: why he still loves real estate29:12 – Advice to agents nervous about AI: lean in and experiment30:21 – Why real estate is uniquely resistant to full AI replacement31:16 – On Zillow’s 20-year journey and being a “household name”32:39 – Closing thanks & wrap-upLearn more about NSAR:Website: https://www.nsrealtors.ca/Education & courses: https://www.nsrealtors.ca/Facebook: https://www.facebook.com/nsarREALTORSLinkedIn: Nova Scotia Association Of RealtorsInstagram: @nsarrealtorsAbout Errol Samuelson:Errol Samuelson is the Chief Industry Development Officer at Zillow, with more than 30 years of experience in real estate technology. Based in Vancouver, he began his career working on next-generation MLS systems with Telus and went on to hold leadership roles across multiple real estate tech companies, including serving as President of realtor.com. At Zillow, where he has spent over a decade, Errol focuses on using technology—especially AI, data, and consumer research—to make real estate more transparent, efficient, and consumer-friendly, while empowering agents with better tools and insights.Learn more:About Errol: https://www.zillow.com/...
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