A survey of 2,000 consumers shows that 83% prefer speaking with a person rather than AI for significant parts of a property transaction.

The research by customer comms company Moneypenny – which admits it uses AI as well as staff when working with property companies – shows just 6% saying they would prefer AI. 

However, Monbeypenny claims the survey showed more acceptance of AI in what it calls ”lower-stakes parts of the property journey” such as:

• 31% would be comfortable using AI for general questions;
• 28% would be comfortable using AI to book a viewing;
• 18% would be comfortable using AI to book a valuation;
• 17% would be comfortable using AI to chase updates;
• Only 8% would be comfortable using AI for making or accepting an offer.

Older generations are most likely to prefer talking to a human: 90% of Baby Boomers, compared with 75% of Millennials. 

They are also the most resistant to AI, with 53% of Baby Boomers saying they would not use it at all in the property process, compared to 16% of Gen Z. In addition, 23% of Gen Z would be happy using AI to make or accept an offer, compared with only 12% of Millennials and 7% of Gen X.

A gender divide is also evident, with 47% of women saying they would not be comfortable using AI at any stage, compared to around a third of men. 

In addition, 20% of men would be happy using AI to chase for updates on a purchase, compared with only 12% of women.

The research also highlights notable regional and demographic differences: Scotland, Northern Ireland and the East of England show the strongest preference for human interaction in calls at 87%, compared with only 79% of Londoners and Welsh people surveyed. The Welsh had the highest proportion of people who wouldn’t mind either way – human or AI, at 18%, compared with only 7% in the East of England for example.

Scots would be least likely to use AI: 48% wouldn’t be happy using it in any part of the process compared with 28% in Greater London and a third in the NE. In contrast, those in London, Yorkshire and Humberside and the Southeast would be most likely to use AI to make or accept an offer: all 11%, compared with only 4% in both Northern Ireland and Scotland.

A Moneypenny spokesperson says: “Property transactions are deeply personal, often emotional, and always high-stakes, so it’s no surprise that people still want human reassurance at key moments. 

“While AI is transforming how businesses operate and has a valuable role in handling routine enquiries, it cannot replace the trust built through human interaction. 

“For estate agents, the opportunity lies in getting the balance right: using AI voice agents for more routine, lower stakes calls for efficiency, while making sure that when it really matters, clients are speaking to a real person.”