The latest episode of Gold Table Talk by Century 21 South Africa dives into a rapidly evolving topic—chatbots and artificial intelligence in the real estate industry. Hosted by Thireshni Sanasy and joined by Professor Gregory Lee of Wits University, the episode unpacks groundbreaking insights from recent research on AI adoption in South African real estate.
Professor Lee breaks it down: “A chatbot is essentially a two-part digital tool. First, it understands the user’s query; second—and more importantly—it finds and delivers the right answer.” While many industries have started integrating these tools, real estate remains one of the more hesitant adopters due to its inherently people-centric nature.
Sanasy points out the industry’s fear of losing the personal touch, to which Lee responds, “It’s not about replacing agents—it’s about augmenting what they do. Chatbots can handle the midnight queries, provide instant information, and free up agents to focus on building relationships and closing deals.”
One of the most pressing challenges, according to Lee, is the misconception that chatbot development is prohibitively expensive. “It doesn’t have to be. The real cost lies in the effort required to build a rich internal knowledge base that the chatbot can draw from. You can’t just hand it over to a tech provider and expect magic.”
The episode highlights two key chatbot applications: internal (to support agents with tools and data) and external (to assist buyers and sellers instantly). However, the panelists agree that success hinges on thoughtful integration aligned with brand tone, user needs, and long-term business goals.
Sanasy also raises a critical point about company culture: “Interestingly, it’s not just older professionals resisting tech—many younger agents do too. So how do we shift this mindset?” Lee advises a “low-hanging fruit” approach—start with small wins that solve real pain points. “You don’t need a perfect chatbot to begin; just one that works for a specific need.”
Whether you’re a real estate veteran or just starting out, this episode offers a fresh lens on digital transformation—reminding us that chatbots aren’t here to replace humans, but to empower them.