Multifamily operations platform HappyCo has taken a deep dive into how artificial intelligence (AI) interactions, such as chatbots and voice agents, are influencing resident renewals and shaping the apartment maintenance experience.
HappyCo commissioned independent research based on a survey in May of approximately 300 North America renters who had made at least one maintenance request in the prior 12 months.
According to HappyCo, the findings from “Beyond the Bot: What Residents Really Want From AI in Maintenance” come at a time when AI adoption is a primary topic in the multifamily industry. While recent industry surveys show confidence that AI tools are helping improve resident satisfaction based on owner insights, they didn’t measure the renter perception.
“Multifamily might be getting big on AI, but are residents sold?” said Ben Nowacky, president of HappyCo. “That’s not a rhetorical question—and the industry has had plenty of opinions but very little resident-backed data behind it. So we went straight to the source.”
The report finds that 82% of respondents said they prefer to interact with a human first when an urgent maintenance issue occurs; however, 67% said they are comfortable using AI for general questions. That number drops to 53% when it comes to routine maintenance requests, 36% for rent and billing inquiries, and just 30% for reporting emergencies.
Among the respondents who have used chatbots or voice agents for maintenance before, 74% noted they still prefer a human first in emergencies.
Another key finding from the report is around renewals. Residents with access to human support are 11 percentage points more likely to renew their lease than those at properties where AI is the primary channel, which could result in hundreds of thousands of annual turnover costs for a 1,000-unit portfolio.
“Operators don’t have to choose between efficiency and experience,” added Nowacky. “This research shows exactly where AI delivers value and where human availability protects the bottom line.”