Thumbtack Launches AI-Powered Home Repair Diagnosis Tool to Simplify Finding the Right Pro

One of the most challenging aspects of homeownership is determining whom to contact when something goes wrong—starting with identifying the actual problem. Marco Zappacosta, cofounder and CEO of the home-services marketplace Thumbtack, explains:

‘What if you wake up, you’ve got a wet spot on the ceiling, and you’re like, Oh crap, I’ve got a problem, but I don’t actually know what it is or who to hire?’

Thumbtack, an 18-year-old platform, has built a thriving business by helping homeowners navigate home improvements and repairs. It connects users with service professionals—handymen, roofers, electricians, plumbers, and more—faster and more efficiently than traditional methods. Last year, the company generated nearly $500 million in revenue, a 24% increase year over year, and remains ‘meaningfully profitable’, according to Zappacosta. Thumbtack monetizes by charging professionals a fee for each customer introduction.

Over the past 12 months, more than 4.5 million users turned to Thumbtack for 8 million projects, a 15% increase from the previous year. Despite this growth, finding the right professional for the job remains a significant hurdle. The platform hosts over 300,000 pros, each with unique skills, making the selection process daunting.

AI-Powered Matchmaking Redefines the Homeowner Experience

Thumbtack has long used AI to refine how users search for professionals. However, the advent of large language models (LLMs) has unlocked new possibilities for matchmaking. The company is now launching a completely redesigned app experience that shifts the focus from searching for pros to being guided to them via an AI-driven interface.

The new user experience (UX) begins with homeowners describing their issue in plain language, uploading photos, and answering a few tailored questions. Thumbtack’s AI then interprets the problem and presents a curated list of professionals whose expertise aligns with the issue.

‘We can now meet you where you are,’ Zappacosta says. ‘You don’t have to know or be sure of anything.’

From Diagnosis to Hiring: AI Streamlines the Entire Process

This new experience builds on a feature introduced last year that incorporated natural language processing into search. However, unlike a separate chatbot or standalone search tool, AI is now ‘baked into everything we do’, Zappacosta explains. The AI guides users throughout the entire lifecycle of working with a professional, from initial diagnosis to hiring.

For users, the AI-guided UX lowers barriers to starting new projects and reduces the uncertainty of hiring. Thumbtack curates the list of results to a few top professionals and explains why each is a good match.

‘You can look at the most hired in your neighborhood, the person whose price is most competitive, or maybe the person who has the soonest availability,’ Zappacosta says. ‘And with that, you make a confident hire.’

The new product also removes barriers for professionals on the platform by eliminating the need for rigid questionnaires and checklists.