How Zillow Group uses AI

Zillow launched Zillow AI mode on March 25, 2026, a conversational experience that lets buyers and renters ask questions in natural language, such as affordability or neighborhood questions, and take actions like booking a tour or connecting with an agent. It uses a multi agent architecture where a central agent invokes domain specific skills (search, financing, valuation) and includes a "Fair Housing Classifier" guardrail that checks both questions and answers. The rollout is a beta available to a limited group of users, with a wider rollout planned during 2026.

Zillow's permanent shift to remote work early in the pandemic left knowledge scattered across video calls, online documents and cloud data shares, with no single place to find an answer. It deployed Glean to connect more than 30 data sources and 138 million documents into one search and AI platform, giving employees a single source of truth for people, projects and company operations, and it now underpins specialized agents for HR, UX research, performance reviews and incident documentation. Zillow's own senior vice president of engineering credits the platform with helping teams work closer together, and the vendor reports fast, wide staff adoption alongside weekly search time saved per employee.

Zillow Group's Zillow Offers business bought and sold homes directly. In February 2021 Zillow began using the Zestimate, its home valuation model (upgraded in June 2021 to a neural network model), as a live, initial cash offer to homeowners through Zillow Offers, so the automated valuation stood in for an appraisal or an agent's opinion in that first price.

On November 2, 2021, Zillow Group announced it would wind down Zillow Offers, saying the unpredictability of forecasting home prices far exceeded what it had anticipated and that continuing to scale the business would create too much earnings and balance sheet volatility. The same quarter's results included a writedown of Homes segment inventory of approximately 304 million dollars, because homes purchased in the quarter had been bought at higher prices than the company's current estimates of future selling prices.