OM DENNE EPISODE
MLS support teams are drowning in documents, and their members can tell! Questions are answered differently each time they are asked. Justin Lundy and Shannon Baird decided this is a problem worth solving, and this episode walks you through exactly how AI should and should not be used with your MLS.
Katie Smithson welcomes Justin Lundy and Shannon Baird from Lundy for a conversation about AI, support, and the growing pressure MLSs face when answers are buried across too many documents and systems.
Justin's mother-in-law was losing her vision, and that pushed him to think about access, search, and information in a way most people never have to. "I actually was just trying to solve a problem that was close to me." What came out of that is now one of the more interesting AI tools operating inside the MLS space.
From there, Katie touches the MLS side of the business. If you have ever tried to get a straight answer out of a system that was not built to give one, this part of the conversation is going to feel very familiar. Shannon gets into the documentation chaos most MLS teams are quietly managing every day, and Justin puts the member side of it simply. "I could call three times with the same question and get three different answers."
Navigator is what they built to fix that! It answers from your documents, cites its sources, and when it does not have the answer, it hands it off to a real person without dropping the conversation. “If it’s not in the documents, it’ll say it doesn’t know.”
Here are the key takeaways:
(1:35) The personal reason Lundy started
(3:16) How Lundy moved from spreadsheets to AI
(5:07) Why MLS documentation breaks down
(7:26) The support problem that led to Navigator
(12:08) AI as support, not replacement
(14:52) Finding documentation gaps before members do
(18:17) Why the REcore and Navigator fit makes sense
(22:54) Voice AI beyond simple commands
(26:10) Nora and the push toward secure AI workflows
AI is already in the hands of your members, and most of it has not been vetted by anyone. Justin names exactly what that means for MLS organizations, and the timeline is not years - it is months. This episode is where to start. Come join the conversation!
About Justin Lundy and Shannon Baird
Justin Lundy is the CEO and Founder of Lundy, Inc. and a former real estate agent who now builds AI and voice tools for the real estate industry. He started the company after seeing a gap in how people access housing information, which later grew into products for MLSs, associations, and support teams. His work focuses on making real estate data easier to use and turning industry problems into practical tools.
Shannon Baird is the Director of Operations at Lundy. Before joining the company, she worked in public education as a science teacher and middle school administrator. At Lundy, she works closely with MLS customers, onboarding, and the operational side of tools built to improve access, support, and documentation.
Connect with Justin Lundy and Shannon Baird:
www.getlundy.io
Justin Lundy - LinkedIn
Shannon Baird - LinkedIn
About Katie Smithson
Katie Smithson is a long-time veteran of the real estate industry with a history of MLS relationship management and product innovation. In her most recent role, Katie was Chief Revenue Officer for California Regional MLS (CRMLS), directing revenue operations and ensuring proper communication and collaboration between all of CRMLS’s revenue-generating departments. In addition, she has also served as a NAR REACH mentor, board member for the Council of MLS with a CMLX 1 certification, and RESO Board Secretary.
Connect with Katie:
Disclaimer
This podcast is for informational purposes only and features opinions, perspectives, and candid discussions about real estate technology and the broader industry. It is not intended as legal, financial, business, or other professional advice. Listeners should consult qualified professionals regarding their specific circumstances.
