Movoto Survey Reveals Consumers More Likely to Replace Real Estate Agents with AI Than Loan Officers—With Conditions

Artificial intelligence is rapidly reshaping consumer expectations across industries, and the real estate market is no exception. However, a new comprehensive consumer survey reveals a fascinating paradox in how everyday Americans view the future of homebuying automation. According to a nationwide poll of 1,000 U.S. adults conducted by Movoto, consumers are more than twice as likely to choose replacing their real estate agent with artificial intelligence than they are to swap out their loan officer. Yet, despite this stated willingness to embrace technology, many of those same consumers admit they would still desperately want a human professional by their side when high-stakes problems inevitably arise during a transaction.

The survey, which explored consumer sentiment regarding the evolving intersection of technology and real property transactions, highlights a nuanced landscape of trust, skepticism, and financial pragmatism. When presented with the hypothetical scenario of letting AI take over the work of one major professional during a home purchase, 30.8 percent of respondents said they would choose to replace their real estate agent. In stark contrast, only 14.3 percent indicated they would prefer to replace their loan officer with an automated system. Meanwhile, nearly a third of respondents—32.4 percent—stated they would be equally comfortable replacing either professional, and 22.5 percent said they would not feel comfortable replacing either one with technology.

This notable split underscores the distinct functions that real estate agents and loan officers serve during the homebuying journey. Real estate agents traditionally assist buyers with the creative, exploratory, and interpersonal aspects of the transaction, helping them find properties, craft competitive offers, and negotiate directly with sellers. Loan officers, on the other hand, navigate the heavily regulated, technical, and numbers-driven world of mortgage financing, underwriting, and loan approval. While consumers appear increasingly ready to lean on digital alternatives for property searches and neighborhood research, the specialized financial gatekeeping performed by loan officers appears to command a higher baseline of perceived irreplaceable security.

Real Estate Agents Face Higher Initial Replacement Rates Among Recent Buyers

The survey data reveals that openness to replacing real estate agents is not evenly distributed across the general population. In fact, the appetite for automation is significantly higher among those who have the most recent experience in the housing market. Among consumers who bought a home within the past five years, a striking 40.1 percent reported that they would choose to replace their real estate agent with artificial intelligence. This stands in sharp contrast to just 27.1 percent of all other respondents who expressed a similar willingness.

When broadening the lens to include those who have bought a home in the past five years alongside those who actively plan to purchase one within the next five years, the divide remains pronounced. Within this active housing market cohort, 35.8 percent would opt to replace their agent, compared to only 13.2 percent who would target their loan officer for replacement.

Industry experts suggest these figures reflect underlying consumer perceptions regarding the perceived value and transparency of traditional real estate services. John Berkowitz, President of Real Estate at Lower, noted that the rapid adoption of AI is driven by a complex interplay of trust, emerging technology, and shifting industry regulations. Many contemporary consumers already harbor a degree of skepticism toward real estate agents or struggle to fully comprehend the intangible value these professionals add to a complex transaction. Consequently, substituting an agent with a digital assistant may not feel like an insurmountable leap to buyers who are accustomed to digital-first experiences in other retail and service sectors.

At the same time, Berkowitz emphasized that true displacement is unlikely to happen overnight, if at all. He believes that real estate agents will likely be among the last professionals to be completely supplanted by artificial intelligence. Instead of wholesale replacement, the technology is poised to augment and enhance what agents can accomplish on a daily basis. Nevertheless, Berkowitz cautioned that industry professionals cannot afford to ignore these findings. Modern consumers want tangible proof of the value agents bring to the negotiation table, and professionals who proactively embrace advanced technology will find themselves better positioned to demonstrate efficiency and expertise.

Consumers Embrace AI for Research but Draw the Line at Negotiation and Contracts

To better understand where boundaries lie, Movoto asked respondents how comfortable they would feel relying entirely on artificial intelligence—without any human review or assistance—across twelve common homebuying and mortgage tasks. The responses reveal a clear gradient of trust, with enthusiasm peaking at the informational and analytical stages of the process and tapering off as transactions move toward legal commitments and negotiations.

The task that earned the highest level of consumer comfort was comparing homes and neighborhoods, with an overwhelming 88.1 percent of respondents indicating they would trust AI to handle it independently. Close behind were finding homes that match specific buyer needs at 85.6 percent, and recommending which properties are genuinely worth pursuing at 83.8 percent. On the financial side, 83.0 percent of consumers expressed comfort with AI comparing mortgage rates and loan options, while 81.8 percent trusted it to estimate overall home affordability.

However, comfort levels notably decline when transactions transition into formal paperwork, legal reviews, and high-pressure negotiations. Recommending how much to offer on a property yielded a 79.1 percent comfort rating, while guiding buyers through mortgage approval and closing dropped to 74.9 percent. Reviewing purchase agreements and reviewing mortgage documents sat lower still, at 73.0 percent and 71.9 percent, respectively.

Ranking dead last on the list of trusted AI responsibilities was negotiating price or terms with the seller, which garnered a 63.0 percent comfort level. Even though a majority of consumers still expressed comfort with AI handling every single task on the list, the sliding scale demonstrates that human reassurance becomes increasingly critical as financial stakes and contractual liabilities escalate.

When Problems Arise, Consumers Still Want Human Guidance

One of the most revealing insights of the Movoto study is the profound gap between theoretical willingness to replace a professional and the practical desire for human intervention when things go wrong. While many consumers are happy to imagine a streamlined, automated purchase process in the abstract, real-world complications quickly restore the demand for experienced human counsel.

This dichotomy is especially visible among those who initially claimed they would replace their real estate agent with artificial intelligence. Even within this tech-forward group, 52.6 percent stated that they would still most want a human agent helping them navigate the situation if a routine home inspection uncovered a major structural problem. Furthermore, exactly half—50.0 percent—said they would still trust their human agent over AI if the professional and the algorithm recommended entirely different properties.

When looking at survey respondents as a whole, the reliance on human expertise during a crisis is even more pronounced. If a home inspection reveals a severe defect, nearly half of all consumers—49.7 percent—would most want their real estate agent helping them through it. This dwarfs the 23.2 percent who would rely on AI alone, while another 23.3 percent would prefer an agent and an AI working cooperatively.

A nearly identical pattern holds true on the mortgage and financing side of the transaction. Should a mortgage application hit a major roadblock that threatens to derail a buyer’s approval, 44.2 percent of consumers would turn primarily to their loan officer, compared to just 18.6 percent who would trust an AI solution. Across four common contractual emergencies that can jeopardize a deal under contract, between 73.0 percent and 76.4 percent of consumers explicitly desired human professional involvement, whether acting independently or alongside technology.

Financial Incentives Shift Focus Toward Mortgage Savings

While service quality and crisis management favor human professionals, economic factors can quickly alter consumer priorities. The survey examined how the prospect of saving money on fees and transaction costs might influence a buyer’s willingness to swap human experts for automated alternatives.

When asked how potential cost savings would affect their preferences, 34.0 percent of respondents indicated that saving money would make them more willing to replace their loan officer with artificial intelligence. In comparison, 25.7 percent said that financial savings would make them similarly willing to replace their real estate agent. Additionally, when framed around the broader proposition of obtaining comparable services without paying professional fees at all, 34.6 percent of consumers stated they would rather utilize AI than incur the costs associated with either professional.

Movoto researchers noted that these questions addressed financial savings in broad, general terms rather than evaluating specific rates, fees, or commission structures tied to individual service providers. Nonetheless, the findings suggest that while consumers deeply value human guidance during emotional or complex moments, economic friction remains a powerful catalyst for technological adoption.

As the real estate and mortgage industries continue to integrate artificial intelligence into daily operations, the survey suggests the future will not be defined by a complete replacement of human talent. Instead, buyers appear poised to utilize AI as a powerful research and comparison tool during the early phases of their search, while continuing to rely on seasoned real estate agents and loan officers to manage complex negotiations, review intricate contracts, and steer them safely through unexpected crises.