eXp Realty is empowering agents and employees with AI.
eXp Realty is transforming its business operations with several artificial intelligence (AI) platforms, harnessing the technology to improve efficiency, elevate agent support and empower its staff. It’s integrating AI across multiple areas of the organization for faster decision making, better resource allocation and opportunities for employee growth.
A critical focus for eXp has been shifting decision-making closer to the frontline employees. Patrick O’Neill, the company’s Chief Operating Officer, explained, “We’ve gone through an exercise of delineating all the decisions made within the company, and we’re trying to figure out how we push more authority to the frontline. It’s about empowerment—giving them the ability to be self-formed, self-governed and able to make decisions at the frontline.”
This shift enables employees to make faster, more informed decisions while freeing them to take on higher-value tasks that drive the organization forward.
Streamlining Contract Reviews with Document AI
One of eXp’s standout AI initiatives is document review. The technology ensures the integrity of contracts by identifying missing values, dates or other critical details, routing those needing additional attention to staff while flagging those that meet all criteria for immediate processing.
“Document AI allows us to review contracts 24/7,” O’Neill said. “We’re expecting faster contract reviews, improved turnaround times and consistent quality. What used to take hours or days is now being processed in seconds. The staff can then focus on professional growth and higher-yield activities.” This initiative is already showing potential to double staff productivity, enabling team members to engage more meaningfully with agents.
Managing Inquiries with AI Support
Another area where AI is making an impact is inquiry management. eXp receives more than three million inquiries annually through its ticketing system. “We’ve implemented AI to handle what we call ‘no contact’ inquiries—emails and chats that aren’t directly initiated by agents,” O’Neill added. “AI is routing and managing these without any staff involvement. Now, we’re piloting the next phase where AI resolves agent-initiated inquiries like policy questions or locating forms.”
This phased approach allows AI to handle routine queries, freeing staff to focus on more complex and consultative tasks. O’Neill envisions an even broader future. “Once AI manages all level one activity, staff can shift to higher-value, level two roles, helping agents with deeper needs and driving greater value.”
AI is also being used to pair new agents with mentors, not just based on basic criteria like ZIP code, but considering who the agent is; where they serve; and what they need from a mentor. AI isn’t just enhancing agent support—it’s transforming product development as well. Using tools like Bubble AI, eXp has streamlined the process of creating and refining product designs. “With tools like Bubble AI, we’re moving away from the old high-fidelity mockups that were essentially fancy PowerPoints,” O’Neill explained. “Now, we have designs with actual code behind them. It’s writing code behind the scenes.” The code is production-ready, accelerating the entire product lifecycle.
Pursuing Greater Value
The impact of these AI initiatives is already evident. Metrics show a 94 percent Service Level Agreement compliance for onboarding readiness, faster contract processing and record-high Net Promoter Scores (NPS) from agents. “Our goal is to free up staff to focus on things that drive greater value for agents,” O’Neill shared. “Agents are getting more from us, and staff are taking on roles that contribute to their professional growth.”
As eXp continues to innovate with AI, the focus remains on balancing efficiency with empowerment. It’s about making sure they’re delivering faster, better and more consistent results for the agents, while also creating opportunities for the staff to grow, develop and take on more rewarding challenges.
From the January/February 2025 issue of Direct Selling News magazine.
