What are agentic workflows, and what do they mean for multifamily?
Multifamily’s (and AI’s) newest buzzword: Agentic.
If you’re paying attention to the buzz about AI, you may have heard the term “agentic” thrown around. If we think back five years ago, it’s about the same way that centralization was said: like it was a niche idea, in some far-off mythical multifamily land where everything was perfect. As you probably know, many people within multifamily were originally afraid of the change once a new label, or word, was put on it. But in reality, centralization wasn’t new to multifamily the word was.
Contact centers that industry leaders started in the ’90s? That’s centralization even though the term didn’t get buzzy until the 2020’s.
Agentic is the word of today, and just like centralization, it’s a word coming to multifamily from outside the industry.
Don’t let that scare you away: agentic workflows are already happening for multifamily leaders, they just might not have called them “agentic.”
Is your Virtual Assistant already booking tours for your team? That’s agentic.
Is it submitting work orders on your behalf? That’s agentic.
Sure, AI negotiating renewals on your team’s behalf feels like StarTrek, but that time is here, and the technology is here to enable it. (Yes, really.)
Don’t let agentic AI scare you. Just like the leaders of the centralization movement reaped the benefits earlier than those who are dragging their feet. If you’re on the agentic AI train early, you can benefit from the first mover advantage.
The AI revolution: looking back, moving forward
We aren’t the first to say this and certainly won’t be the last. It seems like every week there is a new big evolution or BIGGER transformation (like DeepSeek), that is rocking the AI world.
When AI was first introduced in many industries, multifamily included it was mostly automation — click path bots and preselected options. But a lot has changed.
What once started as simple task-based scripting is evolving into complex process automation, and is now infused with AI-powered decision-making.
In the (very) early days, automation was about eliminating repetitive tasks — think assembly lines.
Then came software-driven workflows, enabling businesses to streamline operations with structured, rule-based logic.
As AI has become more powerful and commodified, the next step in automation isn’t just about following rules — it’s about understanding, adapting, and making decisions.
This is the next evolution of AI and automation: agentic workflows — a concept that takes automation beyond simple rule-based actions to dynamic, adaptive decision-making.
Defining agentic workflows: Agentic = AI + automation to take care of complex workflows
Agentic workflows refer to processes driven by AI agents combined with complex workflow software automations. These agents can not only respond to prospective renters and residents but also can reason, and make independent decisions, adapt to changing conditions, and take proactive actions. They can actually do the job.
At their core, agentic workflows operate through autonomous AI agents that:
- Perceive and interpret real-time data
- Assess multiple variables to determine the best course of action
- Take initiative, adjusting workflows based on new information
- Learn and improve over time through machine learning
They also have a deep reliance on the systems of record for renter information, aka your CRM. Agentic AI can’t operate in a vacuum (unless you love AI that hallucinates), that’s why powerful workflow software is needed to maximize its impact on your business.
How are agentic workflows different from traditional automation?
Traditional automation follows a rigid, rule-based approach:
- If X happens, do Y.
- Actions are predictable but inflexible.
- Requires human intervention for exceptions or unexpected inputs.
Agentic workflows, on the other hand:
- Operate with flexibility, adjusting based on real-time inputs.
- Use AI to evaluate situations and determine optimal responses.
- Can proactively suggest or implement solutions, reducing manual oversight.
The future includes a world where both traditional automation and AI work hand in hand to take care of renters and residents with ease. This frees the team to take care of high-value, empathetic customer service and care.
For example, in a leasing workflow: traditional automation might send a follow-up email when a renter submits an inquiry. An agentic workflow, however, could assess lead quality, know where the renter is in their journey, determine the best response type, initiate a conversation, and move them all the way through their online application. Once in the application stage, agentic AI can update application details, add additional income, add guarantors, and even approve leases or make recommendations to agents on the next steps.
For residents, it could have an automation for the lease renewal date, and then near that date, agentic AI can kick in to negotiate on your team’s behalf, within guardrails. By understanding the nuances of your business goals, market-specific data, and customer service protocols, the AI can find the best path forward resulting in more proactive and consistent renewal processes for your residents (and your revenue).
Why agentic AI workflows matter
The power of agentic AI workflows lies in their ability to scale complex decision-making across workflows, which unlocks:
- Efficiency – Reducing the need for human intervention in routine but variable tasks.
- Personalization – Tailoring experiences in real-time based on data-driven insights.
- Scalability – Handling a high volume of interactions without sacrificing quality.
- Continuous improvement – Learning from past actions to refine future decision-making.
The future of work is agentic
Agentic workflows are set to redefine how multifamily leaders operate. If you want to learn more about the agentic AI revolution taking flight, we’d love to share more.