Colorado-Real-Estate-Journal_518661

INSIDE T oday, the question of “what can we automate?” is domi- nating conversations among operations leaders as busi- ness strategy evolves. With lean site teams, elevated tenant expectations, and steady budget pressure, automation appears to be the solution. However, layering tools or outsourcing without full consid- eration can have unintended conse- quences – increased handoffs, dupli- cate data, reduced workflow vis- ibility, and resulting confusion that ultimately counteracts the intended benefits. As firms adopt new AI strategies, a more important question emerges: “What must we keep human?” Often referred to as subtractive AI, this strategy intentionally protects high- impact moments that build trust and value, while quietly automat- ing administrative functions – return- ing time to oper- ating teams and raising the quality of human interac- tions. n Why take a sub- tractive approach? “The best innova- tions often come from subtraction, not addition. When you strip away what doesn’t create value, what remains becomes stronger, faster, and more impactful.” – Diana Kander The commercial property manage- ment industry is navigating a short- age in skilled labor in a tight labor market. Paired with rising industry challenges, operations teams are adapting through structural changes and increased reliance on AI. Legacy systems are being challenged in this new environment, and the race to competitive advantage is on. At its core, this industry is driven by retention and reputation. While automation can clear many opera- tional bottlenecks, it also carries its own risks. Chatbots that wall off real people can increase frustration. Templated responses in moments that require empathy can leave ten- ants feeling unheard. Fragile work- flows that fail on exceptions can disrupt the intended outcome. Left unchecked, these issues can erode tenant experience, damage brand perception, and introduce compli- ance risk. Subtractive AI takes a different approach: Automate selectively to enhance – not replace – the human elements that matter most. Use tech- nology to clear out the clutter, not elevate the experience. So which moments should remain “human”? The focus should shift to the value rendered in each interac- tion – determining where AI can sup- port versus where human judgment is essential. Consider a few situations where expertise, empathy, and situ- ational awareness drive superior out- comes: • Building tours and first impres- sions: Handling objections, reading the room and adjusting in real time require nuance – body language, rela- tionship context and circumstance – Author: BradPugh CPC/NOAA droughtmonitor.unl.edu TheDroughtMonitor focuses onbroad-scale conditions. Local conditionsmay vary.Formore information on theDroughtMonitor, go to https://droughtmonitor.unl.edu/About.aspx Intensity: D0AbnormallyDry D1ModerateDrought D2SevereDrought D3ExtremeDrought D4ExceptionalDrought None Dry conditions challenge landscape health, elevate fire risk in unmanaged vegetation Drought season AI, drones, laser scanners: Technology is improving property management BOMA April 2026 PAGES 21-25 PAGE 4 Jennifer Heede Vice president, property management, Newmark Please see Heede, Page 30 Knowing when to schedule inspections can help property managers prevent costly repairs Inspecting HVAC PAGE 7 Subtractive AI: The human edge