Everything you ever wanted to know about AI — but were afraid to ask
By David Gargaro
On Thursday, April 23, RHBTV hosted a panel session at PM Springfest entitled “Everything You Ever Wanted to Know About AI… But Were Afraid to Ask.” The panelists discussed the use of artificial intelligence (AI) in the property management industry. They spoke about using AI to streamline workflows, support staff, and drive real results, as well as the importance of understanding the risks, legal considerations, and strategies to implement AI responsibly. This session cut through the hype, addressed the fears, and gave attendees actionable insights to use AI safely, confidently, and effectively in their own organizations.
Vanessa Topple, Anchor and Producer of RHBTV, moderated the session. The panel members included:
Transitioning from theory to application
For many people involved in the real estate industry, AI has moved from experimentation into practical, day-to-day use. However, implementing AI in property management is not a one-sizefits-all tool, as it is highly specialized. Many organizations are looking for guidance on what to do with AI and how to integrate it into the business.
“There’s a lot of hype around AI,” said Altobelli. “AI, as it relates to real estate, is very purposebuilt. It is designed to accomplish certain tasks and automate certain goals that have never been automated in the way they have now.”
AI as a solution for the property management industry is not theoretical. It’s in the real estate space across all asset classes. Rather than existing as a standalone tool, AI is increasingly embedded into core software systems. This shift is enabling a wide range of applications across property management, from leasing and maintenance to accounting and customer service.
Peter Altobelli, Vice President, Yardi
Kristin Schulz, Senior Director, Human Resources, Park Property Management
Gurbir Sidhu, Lawyer, Smart & Biggar
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Many companies are researching the use of AI and what it would mean for their business. However, others are facing specific challenges with adopting AI. Some large real estate companies in Canada are still trying to figure out what they want to do with respect to AI and how they want to proceed with integrating it into their processes and existing technologies.
Current AI applications in property management
One of the most immediate impacts of AI is the automation of routine, time-consuming tasks. In leasing, for example, AI-powered chatbots can now handle the entire process from initial inquiry to application without requiring human intervention. Premium agents can automate specific tasks across the organization and can be configured to work how you want.
Companies in different industries can modify agents to do what they need them to do. Software products with embedded agents can be adapted to work for different asset classes, from commercial and multifamily to condominium management and senior housing. It’s the same AI system but it can be applied in different ways across the real estate space.
“These systems are so sophisticated now, they will do a lease-to-lease without a person touching it at all,” said Altobelli. “You’ll be able to text, email, or speak to the agent and not know you’re speaking to a chatbot.”
Similarly, in commercial real estate, AI is transforming lease abstraction. Instead of manually entering data from lengthy documents, systems can now read leases and automatically input the information. There will be no need for someone to scan a PDF themselves. An email will come in with a PDF attachment, the system will read it, and the AI does all the data entry on your behalf. All an employee has to do is verify the content.
Maintenance workflows are also being streamlined. A technician can record a video of an issue, describe it verbally, and the AI system will generate a work order, identify required materials, and initiate procurement. Even accounting processes, such as invoice approvals, are being automated. After analyzing user behaviour, most approvals involve minimal review. Rather than involving multiple people and approvals, the AIpowered solution can do all the work in much less time.
Improving efficiency without replacing people
Due to advancements in technology, there are concerns that job displacement is inevitable. However, the panelists stressed that AI should help to augment human work rather than replace
it. Of course, employees have had mixed reactions to the implementation of AI in the workplace. There is both excitement and anxiety around AI, which is normal, and what it means for them. The key is to focus on adaptability.
“At the end of the day, all of us own our own careers,” said Schulz. “You can invest in reskilling if you think your role might be impacted by advancements in technology.”
AI should be viewed as a tool for improving productivity rather than cutting staff. The intent should be to solve business problems, and to drive efficiencies and results, not to let people go. It is the responsibility of ownership and management to make it clear that their staff are more important than automation.
In fact, new roles are already emerging with the implementation of new technologies. The concept of a prompt engineer (i.e., someone skilled at interacting with AI tools) highlights how job functions are evolving. This role requires sophistication as the quality of the output depends on the quality of the input.
“Garbage in to ChatGPT or Claude will give garbage out,” said Schulz. “You need to be skilled at how you prompt the AI engines to deliver the results you’re looking for.”
Understanding the legal and ethical risks
There are clear benefits to making AI part of the workflow in property management. However, AI adoption comes with significant legal and ethical considerations. One of the most important points is that responsibility does not shift to the technology.
“When things are getting automated, it does not transfer the responsibility, even if there is a gap in the law,” said Sidhu. “Whoever is at the front end becomes responsible.”
There are three primary risk areas for property management companies to consider:
1. Hallucinations and inaccuracies: AI systems can generate incorrect information, yet organizations are still liable for those outputs.
2. Bias and discrimination: AI learns from historical data and picks up on patterns, which may contain biases. This is particularly concerning in tenant screening and leasing decisions, where human rights laws apply.
3. Privacy and data protection: Handling sensitive tenant data requires strict compliance with privacy laws. The company is responsible for protecting clients’ data.
Companies should also understand copyright and intellectual property laws with respect to AIcreated work. If you use AI to generate marketing materials or a script, you cannot copyright it and
have legal protection. You need some form of human involvement to claim copyright.
“If you are involved in some sort of content generation, having some form of human involvement supplemented by these AI tools, which can enhance your creativity, is the best combination for the content you have,” said Sidhu. Make sure to learn about and understand your legal obligations. Property management can be a high-risk field due to the legal responsibilities related to providing fair housing, as there can be privacy, bias, and discrimination issues. Make use of the available online resources or speak to a lawyer before using or incorporating AI into your services.
Governance is behind technological progress
Although there has been rapid technological progress, governance frameworks are still developing. Organizations are at different stages of maturity.
“Some people are early adopters and some people are late adopters,” said Schulz. “It’s at different phases within organizations. Many people feel they’re progressive, but they’re also learning lessons as they go through this journey.”
This uneven adoption extends to risk management practices. Many companies are still learning how to vet AI vendors, manage data, and establish internal policies. They often fail to properly evaluate AI providers. Without adequate due diligence, companies risk exposing sensitive information to hackers and criminals.
Taking a practical approach to AI adoption
Given both the opportunities and risks, how should organizations move forward? The panel’s consensus was to start small and be strategic. Companies should focus on specific business problems rather than trying to implement AI across the board.
“Pick your problem or priority,” said Altobelli. “Is it cost savings? Is it leasing? Don’t try to do them all at one time, especially because it is brand new to the industry and it’s evolving.”
Many organizations are beginning with accounts payable automation, which offers quick wins with relatively low risk. Others are focusing on marketing and leasing workflows to improve tenant acquisition and retention. Equally important is establishing governance alongside implementation. Taking a phased approach is a prudent strategy.
“When incorporating these items, start with a smaller set of employees when coming up with policies first,” said Sidhu. “Differentiate the data that you are authorized to enter into these tools.”
Make sure to have conversations with your vendor to protect your company and data. Ask about their certifications, data retention methodologies, training policies, and the process of integrating into your existing technologies. AI adoption must be also paired with a people strategy. This includes training, communication, and change management.
“It’s not a one-time thing,” said Schulz. “It’s a shift that happens over time.”
Although companies should move forward with caution, the panelists were clear: standing still is not an option. It is essential to move forward at a sufficient pace with AI adoption. At the same, moving too quickly without a plan is not the right approach.
Organizations that take a measured approach, learning to balance innovation with risk management, will be best positioned to succeed.
The future of work in property management
Looking ahead, AI is expected to become even more autonomous. Today’s systems primarily provide recommendations, but future iterations will make decisions and take actions independently. At the same time, human skills will become more valuable, not less. Communication, critical thinking, and the ability to work alongside AI will define success in the industry.
Altobelli provided university students with the following advice: “Your world and your experience working will be so much different than mine. Learn one thing and learn it well: the ability to communicate effectively with everyone you’re working with.”
Conclusion
AI is transforming property management, automating routine tasks, improving efficiency, and enabling better decision-making. But it is also introducing new challenges around workforce adaptation, legal risk, and governance. The key takeaway for organizations is clear: embrace AI but do so deliberately. Start with targeted use cases, invest in people, and build strong policies around data and ethics.
As the panellists stated: Be specific and know what you want to accomplish.
