More than eight of out 10 homebuyers would prefer to speak to a person rather than AI, it has been revealed.

A study of 200 homebuyers and sellers across the country found that 83% of people would prefer speaking with a person for significant milestones, such as booking a valuation or making an offer.

The findings from customer conversations group Moneypenny comes at a time when estate agents are increasingly embracing new technology in the sales process.

Jesper With-Fogstrup, Group Chief Executive of Moneypenny, (main picture) said: “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.

Human interaction

However, Moneypenny suggested that the consumer British property market remains firmly rooted in human interaction rather than AI for such transactions on the phone.

A total of 40% said they wouldn’t be happy using AI for any part of the buying process, although 31% would be comfortable using AI for general questions.

Meanwhile, 28% would be comfortable using AI to book a viewing, and 18% would be comfortable using AI to book a valuation.

At the same time, 17% said they would be comfortable using AI to chase updates on a sale and 16% for updates on a purchase.

Only 8% said they would be comfortable using AI for making or accepting an offer.

While AI is transforming how businesses operate, it cannot replace the trust built through human interaction.”

With-Fogstrup adds: “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.

“That’s why we believe the future of property communication isn’t people or AI – it’s the intelligent blend of both.”