What homebuyers actually want from AI
Featuring
In this episode of Beyond the Buildings Australia, Tim Lawless sits down with Lisa Jennings, the Chief Commercial Officer at Cotality, to unpack key findings from the AI in Housing: 2026 Report.
New data from recent and prospective homebuyers’ reveals a clear trend, trust in AI is declining. Lisa explains the 'trust cliff', a phenomenon where Australian borrowers have almost zero tolerance for machine errors compared to human ones. They look at how this plays out across generations, noting that despite being the most frequent AI users, Gen Z and Millennials are actually the most likely to demand human intervention in automated decisions—and they're willing to pay a premium for it. Finally, Lisa shares exactly what lenders, brokers, and insurers should do next to increase client confidence in their AI platforms.
(00:00:00) Intro
(00:01:31) The AI trust gap in the homebuying process
(00:05:21) A third of Australians would pay extra for human verification in AI decisions
(00:06:03) Why people are more forgiving of human mistakes than AI ones
(00:08:10) Understanding the ‘trust cliff’ across generations
(00:11:20) What lenders, brokers, and insurers should do next
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