AI. Those two little letters seem to be on everyone’s lips these days. Following news that the CEOs of technology giants, such as Meta and Microsoft, predict that AI will soon replace roles within their organisations, it’s understandable for the social housing sector to feel a hint of concern. Are we losing the human touch? The very essence of our work? Will AI eventually be calling the shots, dictating every aspect of residents’ lives, making decisions based on soulless algorithms therefore leaving no room for empathy or understanding?
In reality, AI has been working behind the scenes for some time; we might not have always referred to it as ‘AI’, but the principles have been present. Many people have had Google Maps route them down a narrow country road for miles upon miles, just to save two minutes’ travel time. As frustrating as it might be, this is a rudimentary form of traditional AI, using facts and figures to present a clear outcome.
AI has now evolved into a more ‘generative’ world. We ask Copilot to help us draft responses to emails, freeing our time to focus on more complex problems that require human nuance. There are tools such as AI Builder which automatically read large amounts of data from certificates and seamlessly integrate it into our IT systems; a task that previously consumed hours of manual work, mindlessly entering data into Excel sheets or IT systems with a significant risk of user error occurring.
The irreplaceable human element
These types of AI use-cases are convenient to us, but what makes this powerful technology work as well as it does is the irreplaceable human element. AI isn’t a magic wand that can solve all our problems; it requires careful oversight, constant monitoring, correct data to feed algorithms and, perhaps most importantly, the ability for a human to intervene when things go awry. We should be leveraging AI’s strengths while acknowledging its limitations.
Imagine a future where AI truly enhances the social housing experience. We’re already seeing technologies such as IoT analysing data from within properties to predict potential maintenance problems before they happen or chatbots that can provide around-the-clock support for residents.
We’re on the cusp of something ground-breaking and these enhancements will only get bigger and better as technology giants continue to invest billions in their bids to come out on top.
The limitations of AI
However, we mustn’t lose sight of the importance of the humans that perform the day-to-day tasks. For example, while Meta earlier this year said that ‘AI engineers’ could conduct professional coding roles within the company, I don’t think that this eventuality applies to those of us working in forward-facing roles.
Yes, AI is fantastic and it can really enhance processes, mitigate errors and provide a much better service to residents but it is nothing without the people who power it. People who have empathy for the resident in rent arrears and who are working through a repayment plan that is right for them rather than burdening them with a NOSP. Conducting a phone call to walk a resident in digital poverty through the process of applying for universal credit or calling an elderly resident living alone to check if they are okay. All of the above examples and many more would be a challenge and, arguably, unethical for AI to do independently.
AI does have the potential to revolutionise social housing and is already making waves in doing so by improving efficiency, enhancing residents’ experiences and freeing valuable resources for more complex interventions.
However, it’s vital to remember that AI is an enabler, not a replacement for human compassion and understanding. AI does not and will not fully replace the need for humans within these roles; it simply helps us shift the focus to other areas of higher importance by automating simple tasks and acting as an assistant for others.
By embracing AI responsibly and emphasising the human element, we can create a future where technology and humans work seamlessly and not in silos. This will empower us to build stronger, more inclusive communities, all while enhancing the experiences for both residents and staff; this eventuality, at the end of the day, is a win for all.
Kyle Bruce is the senior product manager at iProperty Cloud.
