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How Zillow’s adoption of Glean formed an AI-forward culture that powers engineering acceleration and customer focus

1.5+ hours search time saved per employee, weekly

Over 80% adoption across 7,000 employees

500 Glean agents created within 6 weeks of launch—over 3,400 created in total

Overview

Zillow is the leading residential real estate app in the U.S., providing millions of daily users with services that streamline end-to-end transactions for renters, shoppers, buyers, sellers, and real estate professionals.

By modernizing the real estate experience for everyone for over 20 years, Zillow has provided seamless solutions integrated within a centralized ecosystem—creating a better experience for renters, buyers, and sellers alike.

Before Glean

During Zillow's permanent shift to remote work early in the pandemic, working digitally through video conferencing, online authoring, and cloud data sharing created significant discoverability challenges. With information constantly scattered across multiple applications and workers, and without the informal office connections that previously facilitated knowledge sharing, employees struggled to find what they needed.

Zillow needed a platform to unify its fragmented data landscape through better discoverability. They required a solution that provided a connected, single source of information that cut across silos and delivered relevant answers—for both search and AI—all across their vast, fast-moving real estate platform.

That’s why they chose Glean.

With Glean

Search powered by context

Glean connects over 30 data sources and 138 million documents, serving as a single source of truth that streamlines onboarding and helps Zillow employees quickly understand people, projects, and company operations.

Internal survey data found that Glean saves each employee 1.5 hours per week on information searching. With 80% of employees regularly using Glean, Zillow teams across HR, Engineering, UX Research, and more are able to prioritize higher value activities in their day to day workflows.

Agent deployment across Zillow

Glean enabled Zillow teams to deploy specialized agents across critical workflows within months, with over 3,400 agents created.

Leveraging Glean's Databricks Genie integration, Zillow’s People team developed Slack support agents that automatically handle employee questions by accessing existing documentation, employee insights, and people analytics.
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Ask Z Agent: Zillow’s UX Research Team created an agent that indexes and democratizes access to customer research and insights. Now, employees across Zillow can easily utilize data-driven insights as they make decisions.
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Platform Support Q&A Agents: Built by platform owners with teams that answer a high volume of questions, these agents have been attached to Slack channels to auto-answer questions and deflect recurring inquiries, saving time across teams.

Self Review and Peer Feedback Agents: Self reviews and peer feedback are critical components to annual review cycles, but can take significant time. Zillow created an agent that helped employees synthesize impact, and in doing so, drove a 7% increase in employee review participation in its first review cycle, run almost 10,000 times.
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Generating Incident Timeline Documentation: This Glean agent creates a first-pass of a postmortem document, organizing all communications and troubleshooting across multiple platforms into a single timeline, and even proposing action items. This has sped up the Engineering team’s ability to take action and drive the business forward.

Accelerating engineering with Glean MCP

Glean enables every engineer at Zillow to integrate company-specific context into their AI coding workflows through Glean’s MCP server. Within their development environment, engineers connect Glean to AI coding assistants like Cursor and Claude Code, allowing them to pull context from design documents, JIRA tickets, and existing GitHub code patterns.

Engineers can rapidly accelerate project initiation by accessing relevant internal documentation whenever and wherever needed, while simultaneously raising coding standards directly within their development tools.

From onboarding to immediate impact

Glean enables onboarding employees at Zillow to easily navigate new environments and situations by breaking down information barriers. New employees can instantly access essential people, projects, and company knowledge for successful remote onboarding.

New hires at Zillow are able to quickly deliver great customer experiences by leveraging Glean to research meeting participants, understand project context, and prepare for scheduled interactions—processes that previously required meetings, hallway conversations, and hours of search.

Glean plays a critical role in uniting a distributed workforce here at Zillow. Best of all, it goes beyond just enterprise search—it’s a solution that fully lets us leverage all our data through the latest AI models. With an 80% adoption rate of Glean, it’s helping everyone work closer together than ever before.

Toby Roberts

Senior VP of Engineering, Zillow

How Zillow is driving adoption

“We’ve found that the easiest way for folks to learn how to use AI is through peer sharing and experimentation,” says Anne Wingate, Senior Product Manager, Enterprise Technology. Zillow has run a series of AI Days across the organization, virtual learning experiences where teams come together, break into pods, and experiment with building out Glean agents.

Zillow has also set up an AI productivity Slack channel, where people post daily tips and tricks highlighting ways that AI is working for them. With an emphasis on sharing use cases and best practices company-wide, they are driving enthusiasm and awareness of how AI can positively impact day-to-day workflows.

Future

What’s next for Zillow

With nearly the entire company leveraging Glean’s search and work AI platform to accelerate their work, Zillow has built an AI-forward culture capable of driving better decision making, automating repetitive tasks, and spending less time than ever on manual search and question answering.

Moving forward, they’re better positioned than ever to focus on delivering exceptional customer experiences for their millions of everyday users.

I love Glean’s ability to help us navigate Zillow. We have so many exciting things happening and Glean helps cut across silos and be a single source of information across multiple people, teams, and projects.

Anne Wingate

Senior Product Manager, Enterprise Technology

Glean is like the teammate that’s been at the company for many years.

Anthony Gatto

Applications Engineer

A diverse range of Glean agents have been built across Zillow. We love that departments can have a structured approach to building an agent on Glean, but individuals can also go in and build something that's customized to their unique workflows.

Anne Wingate

Senior Product Manager, Enterprise Technology

Work AI for all.

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How Zillow’s adoption of Glean formed an AI-forward culture that powers engineering acceleration and customer focus

Table of contents

Explore more customer stories

How DBS enables its staff to focus on meaningful work through AI integration

This leading financial software provider saved 3k+ hours monthly with Glean — unlocking $2.3M yearly value.

Super.com saves 1,500+ hours monthly and onboards employees 20% faster with Glean

Work AI that works.

How Zillow’s adoption of Glean formed an AI-forward culture that powers engineering acceleration and customer focus