AI Should Make Agents More Human
AI can do more than speed up existing tasks. Mark Burgess and Rob Brady explore how connected data can help estate agents work smarter and give people more time for the human conversations that matter.
Estate agency is seeing a steady stream of new AI tools. But adding technology to an existing process does not always make the business better. In this episode of the Estate Agency X Podcast, Mark Burgess and Rob Brady explore a more useful question: how can technology help agents create more value for the people they serve?
The starting point is connected information. A customer’s website activity, valuation requests, viewings, calls, emails and WhatsApp conversations can each tell part of the story. When those details sit in separate systems, teams can miss context, repeat questions or rely on people remembering to record every important detail. Bringing that information together can help an agency build a clearer picture of each customer and the opportunities in front of it.
Mark explains why AI should be part of a wider way of working, rather than a collection of impressive features. A call transcript, for example, becomes more useful when it can inform the valuation appointment, help prepare a personalised presentation and support relevant follow-up. The value comes from improving the whole journey, not simply automating one task.
That shift can also help newer team members make better use of local knowledge. When relevant property and customer information is available at the right moment, agents can have more informed conversations without relying solely on years of personal experience. The aim is to give people more scope to use their judgement, expertise and empathy.
The conversation also explores AI fatigue and the temptation to copy whatever competitors are launching. Instead, Mark and Rob encourage agency leaders to start with the outcome they want for customers and their team. Which work needs a human touch? What information would help them do it well? Where does a new tool fit into the bigger picture?
For independent estate agents, the opportunity is to rethink how the business works as connected data and AI become more capable. Watch the episode to hear Mark and Rob discuss the ideas behind the tools being developed at Iceberg Digital and what they could mean for the future of estate agency.