Real Brokerage (REAX) Leo AI Handles About 47% of Agent Support
Summary
The Real Brokerage (REAX) says its Leo AI assistant autonomously handles about 47% of agent support calls and emails, but it has not disclosed the cost savings.
On 2026-05-07, The Real Brokerage Inc. (REAX) named its AI assistant Leo as one of three core proprietary products on its earnings call[1]. Real Brokerage's Leo AI agent support figures come from an earlier disclosure: by the end of the third quarter of 2025, Leo was autonomously handling approximately 47% of agent phone and email inquiries[2]. The company has not yet disclosed how much cost this has saved.
What Leo does inside Real Brokerage
The Real Brokerage Inc. (REAX) is a real estate brokerage operating in North America. Real estate agents affiliate with the company to do their transactions, and its revenue comes mainly from commission splits and fees on agents' closed deals. It also offers ancillary services including title, mortgage and RealWallet, a financial product for agents. Agents run their transactions, compliance and settlement in the company's in-house transaction management software, reZEN (later called Reason).
Leo is the AI assistant embedded in that software, and its users are Real's own agents. When agents have questions about compliance rules, how to use the software, transaction status, commissions or what to do next, Leo answers first and instantly, drawing on the company's own transaction and agent data[3]. When agents call the support line or send an email through the app, Leo also answers and replies first, and only more complex issues are passed to the human support team[2]. The company has called it Leo 2.0, Leo Copilot and Leo CoPilot over time. These names refer to successive upgrades of the same application, which serves a core part of the business: the day-to-day running of the brokerage.
From a Q&A tool to the first line of agent support
Leo's public record starts with a question-and-answer tool. On 2023-11-11, the company launched Leo 2.0, which added the ability to predict agents' questions on top of instant answers. At that time Leo was answering over 700 agent questions a day, and management estimated that this reduced the need for 3 additional full-time support staff[4]. By 2025-03-06, Leo Copilot was integrated across the brokerage platform, regularly handling over 2,000 daily agent interactions and starting to automate workflows that previously required human support[5].
Its role changed in 2025. On 2025-08-07, the company said Leo had become the first responder on agent support phone calls[6], and on 2025-10-30 it said coverage had been extended to email[2]. On 2026-03-04, the company gave a cumulative reading since Leo became the first line of support across phone and email[3]. By 2026-05-07, management was listing Leo alongside Reason and RealWallet as three core proprietary products, but this time it gave no new Leo-specific numbers[1].
The quantified results sit in support
The results that have been quantified are concentrated in the support line. On 2025-08-07, management said the number of calls received by the human support team fell by 28% during the second quarter, and the freed-up staff moved to more complex issues[6]. The measure given on 2025-10-30 was that, by the end of the third quarter, approximately 47% of agent phone and email inquiries were handled by Leo autonomously, with more than 10,000 interactions handled autonomously[2].
These two percentages cannot be subtracted to get an increase. The 28% covers only second-quarter phone calls, while the approximately 47% is the share of phone plus email at the end of the third quarter. The fact that every support request goes through Leo first also does not mean Leo resolved every request; complex issues still go to humans. The cumulative measure from 2026-03-04 is close to the earlier one: since the previous summer, Leo has answered more than 20,000 support inquiries, or approximately 46% of total support volume[3].
Where this would show up in the financials
If these results reach the financial statements, the relevant line is operating expenses: support and operations labor costs within general and administrative expenses, and operating expense per transaction. The more inquiries Leo handles autonomously, the fewer human support staff the company needs to add for each new group of agents. Sustained over time, that would appear as operating expenses growing more slowly than revenue and transaction volume.
Management said on 2026-03-04 that Leo improves responsiveness while reducing the incremental support headcount needed as the company scales[3]. Earlier, it had also linked Leo, together with other efficiency initiatives, to the improvement in operating expense per transaction[2].
This remains only a possible path. The company does not break out support costs, and it has not disclosed a cost amount attributable to Leo or the number of positions reduced. General and administrative expenses are a broad category, and several other initiatives, such as back-office automation, ran in the same period, so Leo's contribution cannot be isolated. The approximately 47% autonomous handling rate cannot be read as an equal decline in support costs, and the early statement about 3 fewer full-time support hires was only a management estimate[4].
What is confirmed and what is not
What can be confirmed today is that Leo has moved from a Q&A tool to the first line of support for Real's agents, that close to half of phone and email inquiries are handled by it autonomously, and that management explicitly links it to adding fewer support staff as the company scales.
Its contribution to expenses has not been separately quantified. The company plans, after acquiring RE/MAX, to bring tools such as Reason and Leo to RE/MAX's franchisees and agents[1]; that too is a plan that has not yet happened. A firmer judgment depends on whether the company discloses the headcount of its human support team or the change in support costs relative to the number of agents, or separately states the amount Leo contributes to operating expense per transaction.
Application assessment
- Leo Agent Copilot | Business position: core operations | Application stage: limited production | Coverage: company-wide | Value type: cost reduction
Sources
[1] Drillr · The Real Brokerage Inc. (REAX) · 2026-05-07 · Earnings call
Quote: So by bringing tools like Reason and Leo AI, real wallet and our integrated services into the arsenal of Remax franchisees and agents, we believe we can help drive stronger agent attraction, retention, and franchise growth.
[2] Drillr · The Real Brokerage Inc. (REAX) · 2025-10-30 · Earnings call
Quote: By the end of the third quarter, that figure had grown to approximately 47%, handling more than 10,000 agent phone and e-mail interactions autonomously.
[3] Drillr · The Real Brokerage Inc. (REAX) · 2026-03-04 · Earnings call
Quote: Since then, Leo has answered more than 20,000 support inquiries or approximately 46% of total support volume.
[4] Drillr · The Real Brokerage Inc. (REAX) · 2023-11-11 · Earnings call
Quote: Currently, Leo answers over 700 agent questions a day, reducing the needs for 3 additional full-time support staff.
[5] Drillr · The Real Brokerage Inc. (REAX) · 2025-03-06 · Earnings call
Quote: Leo Copilot. Our AI powered agent assistant is now integrated across our brokerage platform, regularly handling over 2,000 daily agent interactions and helping to automate workflows that previously required human support or intervention.
[6] Drillr · The Real Brokerage Inc. (REAX) · 2025-08-07 · Earnings call
Quote: Leo reduced the number of calls received by our human support team by 28% during the second quarter.