Q&A: How AI is reshaping the renter experience

Artificial intelligence is reshaping parts of the renter experience. To untangle recent developments this requires knowing how AI and technology are reshaping the multifamily resident experience, changing renter expectations around digital services, the role of transparency and choice in building trust.

To decipher these changes, Digital Journal spoke with Kevin Jacobson, CEO of Foxen, exploring how AI and evolving renter expectations are reshaping the multifamily resident experience. Drawing on findings from Foxen’s latest Renter Value Report, Jacobson discusses the growing demand for digital convenience, transparency and choice.

Digital Journal: How are renter expectations changing the digital experience operators need to deliver, and what practical features should operators prioritize first?

Kevin Jacobson: Renters increasingly expect the same digital convenience and control in their housing experiences that they have in other parts of their lives. This means that operators need to consider technology that gives renters more control, transparency and choice, not simply moving existing processes online. The best tools make it easier for renters to get the information they need, make choices, and handle routine needs on their own. And the technology also needs to make it easier for property teams to focus on higher-value renter interactions.

A self-service portal is a practical place to start. Renters should be able to see which services are available, understand what each one includes, enroll or unenroll, and make changes on their own time. When we surveyed renters, more than 65% said access to a portal like this would make them more likely to use the services their property offers. And among Gen Z and Millennial renters specifically, that number climbs to nearly 80%.

DJ: Your report highlights clear generational differences. How should operators tailor offerings for younger renters vs. older renters?

Jacobson: Our Renter Value Report found that younger renters are open to more services, while older renters are far more selective. Just 12% of Gen Z and 14% of Millennials said they wouldn’t pay for any additional service, compared with 29% of Gen X, 39% of Baby Boomers and 54% of the Silent Generation. Similarly, 54% of both Gen Z and Millennials selected the maximum of three services they would be willing to pay for, compared with 37% of Gen X, 29% of Baby Boomers and 12% of the Silent Generation.

Operators focused on attracting younger renters should offer a broader menu and lean into services tied to their financial goals. Rent reporting is a strong example. Our survey found that 78% of Millennials and 76% of Gen Z said having on-time rent payments reported to credit bureaus would be very or extremely valuable. Older renters, however, showed less interest in rent reporting.

Since older generations are less interested in ancillary services, operators should lead with services that have broad appeal and explain exactly what they cover. Property damage protection is a good place to start, being one of the least polarizing services in our survey, with 94% of renters rating it at least somewhat valuable.

DJ: The report emphasizes choice and clear explanations. How can technology be used to present fees and optional services so renters feel informed and empowered?

Jacobson: The Renter Value Report found that clarity and choice are key drivers of how renters perceive the value of a service. When asked what makes a fee feel worth paying, 43% of renters told us that having the choice to participate was the most important factor, followed by 41% who said the price feels fair for the value and 38% who said the service was clearly explained before signing.

Technology can help operators make the leasing experience clearer and easier to navigate for renters. Operators can use digital lease and renewal experiences to clearly distinguish required fees from optional services, provide plain-language explanations of what each service includes, and give renters an easy way to compare their options. Self-service portals then give renters a place to revisit those choices and make changes throughout the lease. By making leasing information and details on ancillary services easy to find and understand, renters are left feeling more empowered in their decisions and with greater control over their choices.

DJ: How does AI fit into the future of multifamily technology and the resident experience? Where should operators responsibly deploy AI today to boost resident experience and operational efficiency?

Jacobson: AI has a clear role in multifamily technology. One clear use case is removing friction from routine interactions without taking control away from residents.

Residents are increasingly comfortable using AI-powered tools for routine rental tasks when these tools improve access to information and reduce friction in everyday rental interactions. More specifically, 73% told us they’re comfortable using AI-powered tools for renewal reminders and required documents, 70% for scheduling and tracking maintenance requests, 68% for comparing optional services and 65% for getting answers about fees and lease terms. Operators should be leveraging AI in these practical areas — where it can make the resident experience faster and easier, without adding another layer between renters and the information or choices they need.

DJ: What kind of AI-enabled self-service tools should operators prioritize adopting?

Jacobson: Operators should invest in AI tools that give renters more choices and remove friction from existing processes. For example, tools like AI-enabled document reviews for emotional support animal letters and proof of renters insurance allow residents to upload their own documentation and get answers quickly. Housing this information within a portal that renters can access at any time helps them maintain a sense of empowerment and choice. 68% of renters that we surveyed said they felt empowered during the leasing process, and those same “empowered” residents were more likely to find ancillary resident services valuable.