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Rising communication loads across the rental market are placing unprecedented pressure on property managers (PMs), with industry bodies such as the Real Estate Institute of Australia (REIA) and state rental commissioners reporting significant increases in tenant and owner enquiries over the past year.
Many PMs are now processing dozens of inbound messages daily – ranging from maintenance requests and compliance questions to dispute escalations – creating what experts describe as a “reactivity spiral”.
Adam Franklin, head trainer at AI Edge, said the true issue is not just the volume of messages, but the compounding effect of unclear communication.
“The majority of follow-up emails and disputes stem from the first message not being clear enough,” Franklin told REB. “When PMs are stretched, clarity drops – and unclear messages generate more work, more confusion, and more conflict.”
Franklin said AI is emerging as a critical capability because it helps PMs deliver structured, professional and complete communication on the first attempt.
“AI isn’t there to replace the PM,” he said. “It’s there to take the drafting burden off their plate. When the first version is clean, the PM can focus on accuracy and context – which dramatically reduces the need for clarification.”
He added that agencies investing in AI capability are seeing immediate operational improvements.
“AI reduces friction at the source,” Franklin explained. “The PM becomes calmer and faster because they’re no longer starting from zero. In a market where communication volumes are climbing, that’s not a tech advantage – that’s a staffing advantage.”
Franklin warned that agencies that fail to build AI capability risk falling behind.
“The workload curve is steepening,” he said. “AI skills aren’t optional anymore. They’re protective.”
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