Despite the increasing integration of artificial intelligence (AI) in the real estate industry, a survey of lettings professionals identifies five core areas where human expertise remains indispensable. The study, conducted by Propoly, highlights that building relationships, resolving disputes, and assessing complex situations are tasks least suited for automation by AI.
The study surveyed a variety of professionals to gain a clear picture of where the human factor remains crucial, even in an increasingly technology-driven environment. The findings underscore that personal interaction and judgement in non-standardised processes are invaluable.
Core competencies remain human
The insights from the investigation suggest that while automation can achieve efficiency gains in routine tasks, it can only partially reflect the emotional and social aspects of the lettings business. The ability to respond to individual needs and build trust is considered decisive for success by agents.
- —Relationship building with tenants and landlords
- —Handling complex conflicts and disputes
- —Evaluating unclear or unique situations
- —Adapting to dynamic market conditions
A Propoly spokesperson stated that the future of the lettings industry lies in a symbiotic relationship between human expertise and technological tools. AI can serve as a powerful instrument to optimise processes and analyse data, but final decision-making and personal client care still require human involvement. This perspective emphasises the complementary role of technology, rather than seeing it as a complete replacement for human labour.
The study's results are relevant for all stakeholders in the real estate sector developing strategies for digital transformation. They underscore the necessity of investing in human talent and their ongoing training in parallel with the introduction of new technologies, to maintain high levels of service quality and client satisfaction.
