From call center to AI agent: How AMH reimagines property management with agentic workflows

AMH, formerly known as American Homes for Rent, has revolutionized its customer service and operational efficiency by deploying an AI-powered virtual assistant named Amy, which significantly enhances the resident experience by handling routine inquiries and freeing up employees for more complex tasks. CTO Philip Irby emphasizes the importance of centralizing unstructured content to maximize AI potential, employing cloud technology and Box integrations to streamline property management for their 62,000 single-family homes. The company has shifted all content to Box, retiring legacy systems, to create a unified AI strategy that supports both customer satisfaction and operational improvements. By leveraging open APIs and custom-built microservices, AMH enhances its document management and contract review processes, ultimately driving innovation and efficiency. Irby underscores the critical role of change management and a disciplined focus on long-term ROI, viewing AI as a transformative force requiring cultural adaptation and strategic investment to achieve sustainable business goals.

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