Summary
At VB Transform 2026, Zillow's SVP of Engineering, Toby Roberts, discussed how Zillow and Glean built an AI architecture focused on maintaining customer context across the real estate journey, emphasizing that measuring AI ROI before building is crucial. Roberts highlighted that while data foundation is important, the harder problem was creating a persistent context layer to support customers at every stage, and that Zillow uses thousands of Glean agents for repetitive tasks.
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