In the first part of this series, I explored how AI is influencing the design process itself, speeding up research, forecasting, and decision-making. But AI’s influence doesn’t stop with design tools. It’s quickly moving into the operational heartbeat of multifamily housing, changing how teams lease, communicate, and manage their day-to-day responsibilities.
I recently returned from an Interface Multifamily Conference in Dallas, TX where AI dominated nearly every conversation. And for good reason – machine learning is reshaping how properties are operated, marketed, and managed. But as I listened to operators, developers, and investors share their experiences, a theme emerged that’s worth saying out loud: AI is not a replacement for people. It’s a relief valve for them.
Across the industry, AI has already proven its worth in the repetitive, time-consuming corners of operations. Lead nurturing. Rent collection. Renewal outreach. Language translation. Data entry. These are the administrative drains that technology handles faster, more consistently, and let’s be honest, more willingly than any human team could. Some platforms can now recognize dialects, respond to resident inquiries, and document every interaction seamlessly in the property management software. That’s progress!
And it’s not stopping there. AI is already handling after-hours resident requests and streamlining maintenance dispatches. These are meaningful efficiencies, especially for large portfolios where one missed detail can cascade into costly issues. In that sense, AI is helping operators work smarter, not necessarily smaller.
But here’s the tension: while AI reduces administrative drag, it doesn’t replace accountability or connection. Too often, technology becomes a crutch instead of a tool. You can automate reminders, but you can’t automate care. A leasing team that doesn’t follow up, or a property that feels unkept, won’t outperform simply because its systems are smart.
Every operator in the room agreed that some things remain non-negotiable. Nobody can control interest rates, competing properties, or new supply hitting the market. But they can control the experience our teams deliver. That starts with hiring the right people, maintaining spaces that look and feel cared for, and ensuring residents are met with friendliness and follow-through. These are not glamorous tactics, but they are the ones that build trust, renew leases, and protect revenue.
So yes, let’s embrace the tools. Let’s automate the tasks that free up people to do their best work. But we can’t forget the fundamentals. If the front office relies too heavily on the chatbot, or if property managers skip the human check-ins because the software logged a touchpoint, the technology starts working against us.
The properties that will win in this next chapter of multifamily aren’t the ones that automate everything; they’re the ones that blend efficiency with empathy. The ones that use AI to enhance responsiveness while doubling down on the basics: engaging spaces, quick follow-up, real connection.
In design, we talk about balance all the time – how one element offsets another to create harmony. The same is true here. AI can handle the mechanics, but it’s still people who build the mood, the brand, and the loyalty that keeps residents coming back.
That’s where the opportunity lies, not in choosing between innovation or authenticity, but in using both to elevate the resident experience and, ultimately, the performance of every property touched.
As AI continues to evolve, the firms that will stand out are those that understand the balance between using technology to drive efficiency while never losing sight of the human side of the business. The conversation around AI in design and operations is just getting started!
