AIM 2026 just wrapped in Huntington Beach, and one theme surfaced: as AI becomes part of daily resident interactions, resident conversations are emerging as a valuable source of insight. The question now is what operators should do with it.
That question anchored a panel moderated by Dom Beveridge of 20for20, featuring Maria Banks of AMLI Residential and Tiffany Walsh of Nolan Living. Here are three takeaways from their discussion.
3 Lessons for Winning Over More Residents This Year
1. Resident conversations have become multifamily's most valuable new data source
Dom opened by surfacing an overlooked advantage of AI in multifamily: while operators have largely brought on AI to handle resident interactions at scale, the resulting chat produces a high volume of words that offer high-quality insights into resident sentiment. Every conversation with a resident generates data about how residents experience the property across what's working, what isn't, what they care about, what they don't.
Once you see conversations that way, the focus shifts to how your system captures from those conversations, how it structures that data, and where it flows in your stack. The next two takeaways are both downstream effects of this change.
2. Resident relationships produce the reviews that matter today
Tiffany shared insight into a change happening at Nolan Living properties: reviews have started to read differently since they launched ResiDesk. This shift stems from how they introduced the technology — not as a generic chatbot, but as "Sarah," their Resident Relationship Manager. Residents who converse with Sarah develop something that resembles an actual working relationship, and they carry the tone of those interactions forward into their reviews.
"Residents are feeling more comfortable to share more, just like they were texting a friend,” Tiffany said. The impact is that reviews move from surface-level comments and start sounding like real people describing specific amenities and experiences at the property.
3. AI search rewards the property with better stories, not better stars
Another downstream effect of this approach was an increase in AI search visibility. "We didn't anticipate when we rolled out this resident-facing product that it would help us reach more leads through AI search," Tiffany noted.
After having authentic conversations with Sarah, the reviews residents leave now include highlights like concrete moments, stories, and individual staff names who have gone above and beyond. This is the kind of detail that AI search tools pick up and surface when prospects ask about a community.
Dom emphasized that review scores and review content are now decoupling in terms of their influence on rental decisions. A property can carry a 4.9-star rating and still lose prospects if a few negative reviews flag the wrong issues. The properties winning AI search visibility today are the ones with detailed, positive reviews — the kind AI search tools surface and summarize favorably when prospects ask "what's it like to live in this community?" That summary is ultimately defined by the conversations residents have first.
Rethinking Resident Conversations
The value of conversational AI extends well beyond the conversation itself. The data it produces, the reviews it shapes, and the AI search visibility it generates are all downstream effects of the conversations you have with residents. The operators getting ahead are the ones treating resident conversations as a strategic asset, not just a service channel.
Want to see what that looks like in practice? Schedule a demo to see how ResiDesk turns resident conversations into insights about what's working and what's not across your portfolio. And catch the team in person at Apartmentalize next month!
