Homeowners are using AI for reassurance after estate agents leave the valuation

New analysis from Acaboom suggests homeowners are increasingly using AI not simply to gather information, but to seek reassurance during the instruction decision process after estate agents leave the valuation appointment.

The analysis reviewed hundreds of anonymised homeowner interactions with Acaboom’s AI Concierge feature — an AI tool embedded within estate agency proposals and presentations allowing sellers to ask questions about the valuation, marketing strategy and service offered after the appointment.

Questions around valuation confidence, pricing and asking price strategy formed the single largest category of homeowner interactions reviewed, accounting for around a third of conversations analysed.

Homeowners regularly asked:

• How was this valuation reached?

• Is this asking price realistic?

• How confident are you in achieving this figure?

• What pricing strategy would work best?

Fee-related discussions formed one of the largest secondary categories, with homeowners asking about commission structures, tie-in periods, contract clarification and what services were included.

Overall, more than half of interactions reviewed related to pricing, fees, marketing or contractual clarification — reinforcing the idea that many homeowners continue evaluating and comparing agents long after the valuation itself.

The analysis also found homeowners were significantly more likely to ask about tangible marketing activity — such as portal exposure, advertising and buyer reach — than generic “why choose us?” style questions.

Brian Farrell, Founder of Acaboom, said:

“For years, estate agency has focused heavily on the valuation appointment itself. What this analysis shows is that many homeowners continue processing and questioning long after the agent has left.

What is particularly interesting is that homeowners appear comfortable using AI to ask questions they may not always ask directly in person — especially around pricing confidence, fees and contractual concerns.”

According to Acaboom, the findings suggest AI is evolving into a low-pressure reassurance and clarification layer within the instruction journey, rather than simply an automation or chatbot tool.

The company says the insights are already influencing how estate agents should think about proposal content and follow-up communication.

Farrell added:

“The strongest proposals are probably not the ones with the most generic branding. They are the ones that reduce uncertainty, explain the strategy clearly and help homeowners feel confident in the decisions they are making.”

The findings also highlighted a wider opportunity around behavioural insight. Rather than simply knowing whether a homeowner opened a proposal, agents may increasingly be able to understand what concerns sellers have, what they are questioning and where hesitation exists before an instruction decision is made.

Acaboom provides digital proposal, presentation and homeowner engagement technology for estate agents, helping agencies create more effective valuation journeys before, during and after the appointment.