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The Background
Real estate professionals work nights, weekends, and holidays, chasing deals and racing to beat competing offers. Their clients are making the largest financial decisions of their lives, and every hour of delay costs trust.
Founded in 2009, eXp Realty is the world's largest independent cloud-based real estate brokerage, with over 82,000 real estate professionals operating across 29 countries. eXp built a fully virtual brokerage giving real estate professionals industry-leading commission splits, equity ownership, and a global network without the overhead of brick-and-mortar space. The company's identity has always been agent-centric, which means everything eXp does is measured by one question: does this make our real estate professionals more successful?
That question drives product decisions, operations, and a serious investment in AI, including the launch of Mira, an AI-powered business assistant that gives every eXp real estate professional instant access to their own business data. Serving over 80,000 real estate professionals with the speed and quality they expect demands both the right tools and the right support.-Aug-14-2026-03-36-38-6811-PM.png?width=668&height=445&name=image%20(5)-Aug-14-2026-03-36-38-6811-PM.png)
The Challenge
When a Real Estate Professional Can't Get an Answer, a Client Pays the Price
For a real estate professional working on 100% commission, every unanswered question has a cost. When someone is stuck waiting on an answer about how to update their W-9, reset their portal login, or understand a state regulation, every minute spent waiting is a minute not spent with clients or writing offers.
That upstream cost was something Emily Herbst, Manager of Solutions Delivery at eXp Realty, understood clearly. With a US and Canada base of 80,000 real estate professionals, eXp's Expert Care team, the Level 1 support group responsible for handling general inquiries, was fielding a constant, high-volume stream of questions. Most were predictable: login issues, tax documentation, team qualification thresholds, state-specific regulations. Every question had a clear, quick answer, yet each one still required a human to handle it.
The Cost of 24/7 Human Coverage
To make sure real estate professionals were never left waiting, eXp had staffed support 24 hours a day, seven days a week, including offshore teams to cover overnight and weekend volume. 24/7 human staffing reflected eXp's values and carried a real financial and organizational cost. The Expert Care team was capable of more sophisticated, high-touch work, but a large share of their time was absorbed by repetitive, Level 1 inquiries arriving at all hours.
At the same time, eXp's leadership was already looking ahead. The same culture that had produced Mira was asking a harder question: if AI could improve how real estate professionals accessed their own data, it could improve the support they received too. Emily saw the opportunity. She brought it to Lisa Munyon, Vice-President, Expert Care Desk, with a straightforward case. HubSpot Customer Agent could take on the Level 1 volume, free the Expert Care team for complex issues and escalations, and provide coverage around the clock without the cost of additional staffing.
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The Solution
What Changes for the People They Serve
The rollout started with chat. The team chose chat deliberately. It wasn't the highest-volume channel, which made it a controlled environment to evaluate performance, handoffs, and accuracy before expanding. The knowledge base was built from eXp's internal documentation, and HubSpot's quick response suggestion feature helped the team create and refine articles faster than a manual-only process would have allowed.
Customer Agent's accuracy was evident from the start, returning specific answers that matched what real estate professionals had actually asked. Lisa noted how quickly Customer Agent absorbed the knowledge base and how accurate its early responses were.
"What impressed me most was how the Customer Agent Chatbot delivered accurate answers our team could trust. By closely watching our rising accuracy rates and our agents' feedback, we reached our ultimate goal: freeing up our concierges to deliver white-glove service for our most complex inquiries." — Lisa Munyon, Vice-President, Expert Care Desk
Built-In Visibility, No Dashboard Required
HubSpot's native analytics provided the visibility the team needed from day one, including source performance reporting that showed which knowledge sources were driving resolved conversations and which ones were creating gaps. Those reports became a working tool. The knowledge gap data pointed directly to articles that needed updating, and as the team made those improvements, accuracy and resolution rates climbed.
By the end of Q1, Customer Agent was resolving 68% of inquiries without any human involvement. Customer Agent took on overnight coverage and the routine volume that had previously required offshore staffing, allowing eXp to reduce that cost and shift the Expert Care team toward higher-value work.
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The Transformation
Real Estate Professionals Get Their Answers. Their Clients Get Their Full Attention
When a real estate professional resolves a support issue quickly, they show up fully for their client.
From Cautious Launch to Hard-Earned Confidence
They started with chat, measured results closely, and updated the knowledge base based on the gaps Customer Agent's own analytics revealed. Starting at 45% accuracy, performance improved steadily as the knowledge base grew, and the speed at which Customer Agent absorbed volume signaled broader potential across all support channels.
eXp is now weighing whether to expand Customer Agent to email, the channel that carries the highest volume of support inquiries. eXp has a proven model for 24/7 AI-powered coverage with real-time performance visibility built into the platform.
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