The Origin:
Initially the Navigator was pitched to me as a way for people to quickly search for questions in the vast sea of Real Estate rules. Every MLS has their own set of rules, the Association has another set, and on top of that are State and National rules: rules on rules on rules on rules. The Navigator would be the solution to this problem. The original idea was for customers to be able to ask something like, “What was that rule about adding a listing again?” and receive not only the right answer but where it existed in the documentation.
The Middle Process:
While we were building out the Navigator we quickly found that it not only could help with specific situations for support questions but it could answer nearly any question that was given to it (as long as it had access to applicable documentation). Our test customers noticed this ability fairly quickly as well. After their brief introduction to the Navigator, they asked about its ability to help with non-support searching, for example answering questions based on contracts and other legal documents.
Today:
We have built a web app that is able to search through hundreds of documents within minutes. Along with this we provide not only answers but also where the information is found in the document. We found that this helps customers not only gather more context about the answer if they want but it also helps prove that the answer is in fact correct.
Technical Learnings:
An interesting discovery made while building the Navigator was the difference in how the question would be answered based on the LLM model used. For example, I asked the same question with two different models and received different answers.
Question: How can I get my spa inspected?
Model 1: "It seems there is no direct information on 'how to get a spa inspected'. However, since the information is related to inspectors, you might want to contact an inspector to get your spa inspected. You can find their contact information through the commission as inspectors are required to provide the commission with a current mailing address, telephone number, and, if available, e-mail address."
Model 2: “To get your spa inspected, you need to hire a qualified inspector who will report the type of construction and any deficiencies such as the presence of a single block-able main drain, lack of bonding in electrical equipment, absence or deficiencies in safety barriers, water leaks in above-ground pipes and equipment, and failure in performance of ground-fault circuit interrupter protection devices. The inspector will also check surfaces, tiles, coping, decks, slides, steps, diving boards, handrails, drains, skimmers, valves, filters, gauges, pumps, motors, controls, sweeps, lighting fixtures, and the pool heater.”
We learned that Model 1 took a more narrow interpretation of the question. Technically the documentation did not give specific contact information or steps to actually get my spa inspected which is why it told me there was no direct information. It was able to correctly infer that I needed an inspector to actually inspect my spa and was able to give me steps to find one.
Model 2 had a more fluid interpretation of my question. It was able to understand the underlying assumption that I would actually need to contact an inspector and then described what the inspection would entail.
Improvements:
We are continuously improving the Navigator’s search quality and speed. Currently our sights are set on ingesting and searching vast amounts of documents quickly as well as allowing customers to ask questions that require using the best found matches from multiple documents to answer a question such as “Could you please tell me which contracts are expiring within the next three months?”
Learning from Feedback:
As a software developer, I find that I have a lot of cognitive bias when I’m developing and testing software that seems amazing but realistically is only usable because I am the one using it. Users of the Navigator have already given great feedback from its design to its functionality. One particular piece of feedback that surprised me was how useful it was to have the Navigator cite its sources.
Having an LLM site where it found information is a surprisingly difficult technical hurdle, but having that in our product has proven to make it worth my own headaches when I need to take special care to include them. With citations, users have not only been able to trust the answers given by the Navigator but have been able to find where information is located.
Conclusion:
As the Navigator continues to evolve, it stands as a testament to the power of technology in simplifying complex processes. From providing swift answers to real estate rules to assisting with contractual queries, the Navigator bridges the gap between raw data and user-friendly information. By continually refining its capabilities—particularly around search efficiency and citation accuracy—it empowers users to trust the results and learn deeper insights from the source material. The Navigator’s journey is still unfolding, but one thing is clear: it has already become an invaluable tool for anyone seeking quick, accurate, and reliable information in the realm of real estate and beyond.
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