MHN Council Leaders Draw Line on AI Use in Multifamily
Artificial intelligence is transforming how work gets done, but industry leaders are increasingly focused on where the human touch remains essential. In a discussion on the multifamily sector, members of the MHN Executive Council outlined specific tasks they avoid automating to preserve quality and connection.
Efficiency vs. Human Judgment
Many professionals in the field treat AI as a practical utility rather than a replacement for human insight. One executive from a property management firm noted that technology should provide more time for engagement rather than less. The goal is to let tools handle administrative load so staff can focus on clients and residents.
For Maria Pietroforte, who leads a consulting practice, AI serves a different purpose. It acts as a partner in challenging thinking and identifying patterns. She emphasized that even with the best tools, the final decision still requires a human to verify the context and accept responsibility for the outcome. The technology creates space for deeper thought, not less. Pietroforte believes that the best application of this technology is not to think less, but to generate more capacity for thinking about what matters most.
Another executive argued that the industry’s management challenge is adapting to these new capabilities. The focus remains on learning to direct these tools effectively. The consensus is that AI should be a starting point for work, not the final word. A thorough human review is always required before any decision is finalized. This executive noted that in the new age of AI, we have our greatest management challenge yet, viewing it as the new Management 101, but for a bot.
However, a clear distinction exists between using AI as a helper and letting it become the creator. The executive warned that AI can recombine existing ideas to produce convincing but hollow results. Designing for multifamily housing requires empathy and an understanding of community that cannot be reduced to code. The line is drawn at protecting the act of design itself from becoming automated. Pietroforte suggested that AI is remarkably good at consuming precedents, recombining them, and producing something that looks convincing, which is a risk that must be managed carefully.
Preserving the Human Element
Technology is viewed as a means to enhance the experience, not to remove the human element entirely. The industry continues to seek a balance where tools handle the routine and people handle the judgment. Pietroforte emphasized that even when AI gives an answer, the human must ask if it fits the situation and the people involved.
