Having said that, real estate transactions are complex beasts with many moving parts. A lot of this process can be scripted and templated. But there are many situations where it cannot. Buyers and sellers are under immense stress as they face very large financial and legal decisions. They don't understand the process, the terminology, the legal and financial consequences, etc. There are local regulations and conventions that differ from region to region. E.g: Check out the differences in who pays fees across counties: http://chicagotitletransfertax.com/
Good agents absolutely earn their fees when uncertainty and complexity arise. I suspect Redfin is seeking to carve out the part of the market that comprises straight-forward, template driven transactions.