**Connect Multifamily Panelists Share Views on the Impact of AI**
At last week’s Connect Phoenix Multifamily event, held at the Westin Kierland Resort and Spa, panelists discussed the growing impact of artificial intelligence on the multifamily housing industry.
John Carlson of Mark-Taylor Residential emphasized the increasing significance of data in creating personalized tenant experiences. “We’re more data-driven than ever, and this needs to be embraced,” he said. Carlson explained that AI enables property managers to better understand what each prospect wants—what they do, think, like, and dislike. “If we get it right, we’ll have a clear understanding of every prospect, and it 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,” he added.
Sam Shoen from U-Haul reflected on the evolution of customer support within the company. Recalling his early days working in a call center three decades ago, Shoen noted how limited resources used to be. “Now, profiles of customers and tips for handling complex issues appear on the screen, helping our team respond more effectively,” he said. “It’s improved our customer experience.”
Adam Pittenger, representing Moved, offered a balanced take on the role of AI in the industry. “While AI will be important, we’ll never get away from human interaction,” he noted. “AI makes us smarter, but it basically frees us up to do the things we’re supposed to do.”
The discussion underscored a shared belief that while AI offers game-changing tools and efficiencies, it is ultimately meant to enhance—not replace—the human element in multifamily housing.
