During last week’s Connect Phoenix Multifamily, BTR/SFR event at the Westin Kierland Resort and Spa, panelists were asked how AI will affect their business.

Mark-Taylor Residential’s John Carlson said that we’re more data-driven than ever, and this needs to be embraced. People are seeking experiences, and you have to personalize them. “If we get it right, we’ll have a clear understanding of what every prospect does, thinks, likes, and dislikes, and it (AI) will allow us to be more of a partner with the tenant. The experience has to match expectations, and we think AI can help us match the two up.”

U-Haul’s Sam Shoen looked back 30 years ago when he worked in the call center, and he had very little help with complicated matters. Now, he says, “Profiles of the people and tips about how to deal with complicated situations run down the screen, and our call center folks deal better with callers. It’s improved our customer experience.”

Adam Pittenger from Moved had this, “While AI will be important, we’ll never get away from human interaction. AI makes us smarter, but it basically frees us up to do the things we’re supposed to do.”