Beike Launches Online Service Assistant in Beijing, Boosting Deal Efficiency Sixfold

Beike has introduced an online service assistant aimed at addressing the pain points of vague buyer needs and inefficient property viewings. The service was launched in March 2026 for its existing-home business in Beijing, employing an "AI plus human" model to help users clarify core requirements before selecting properties, including budget, monthly mortgage tolerance, commuting preferences, family composition, and future living plans. While browsing listings on the app, buyers can access the assistant via a pop-up at the bottom of the page and communicate entirely online.

Since the pilot began in March 2026, the service has served nearly 100,000 people. Some buyers have described the assistant as a "zero-pressure consultation entry point," eliminating concerns about disturbing agents and addressing the difficulty of articulating vague needs. After conversations, some users corrected their initial misconceptions about their requirements—for example, factoring in future childbearing and living with parents, they identified an elevator-equipped apartment as an essential need.

The service has also reduced the time agents spend on repetitive information confirmation, allowing them to focus on professional consultation. The assistant synchronizes the clarified needs list to agents as a reference for communication. Data show that clients who were transferred to agents after in-depth engagement through the service achieved a sixfold improvement in deal efficiency. Liu Yingying, a Beike agent in Beijing, said that after receiving the client's needs and a pre-established communication group from the backend, the first viewing generated high satisfaction, and the client signed a contract on the day of the second viewing.

Beike stated that the online service assistant is a practice of its "consumer-centric" strategic transformation, moving needs clarification to an earlier stage. On one hand, it improves the home-buying experience in the early decision-making phase; on the other, it frees up agents' energy to focus on professional value-added services such as property matching, bringing real estate transactions back to the essence of service.