Morgan Properties Names New Technology Head, Rejects AI Job-Replacement Narrative
Morgan Properties, the second-largest apartment owner in the United States, appointed Devang Patel as its technology leader this month. Patel said the company will pursue a digital-first strategy that includes greater use of AI chatbots - but not to cut jobs.
"Every article you read is 'AI is going to replace employees,' and my candid view on that is, it's not," Patel said in an interview. "We need to look at AI as a tool and a capability that we employ to make the work we do every single day at Morgan Properties better, faster, safer."
The appointment comes as the Philadelphia-based company, which manages over 110,000 units, continues to expand its portfolio. Patel brings experience in finance, investments, human resources, and retirement services from previous roles at Manulife and Vanguard.
How Morgan Properties Plans to Use AI
Patel outlined two approaches the company is considering. The first involves establishing guardrails for employees to use AI tools like ChatGPT and Claude safely, paired with ongoing training as new models emerge. The second targets specific business problems with measurable outcomes.
One example: Morgan Properties collects extensive data on HVAC systems across its portfolio. Rather than waiting for equipment to fail, the company could use AI to predict failures and schedule maintenance before problems occur. This approach applies equally to resident experiences and financial forecasting, Patel said.
What This Means for Residents and Staff
Residents increasingly expect real-time responses through their preferred communication channels, Patel said. Traditional models - calling, leaving voicemails, waiting for callbacks - no longer meet expectations.
But digital-first doesn't mean removing human interaction. "How do you augment that still with the human touch when things are more personal, and they want to speak to someone and work with someone on something that is very, very personal or specific to them?" Patel asked.
For employees, the goal is shifting work from reactive problem-solving to data-driven decision-making. AI handles routine tasks, freeing staff to focus on complex resident issues and operational strategy.
Why the Real Estate Industry Lags Behind
The real estate sector typically adopts technology slower than other industries. Fintech companies have embraced AI to drive specific business outcomes, while real estate organizations are still catching up, Patel said.
He cautioned against treating AI as a buzzword. "For many organizations, it's a buzzword. They feel like they have to do something because everyone's talking about it," Patel said. "I think that for organizations that are more successful in how they think about AI, it's about using it as an embedded organizational capability and deploying it in a very meaningful way, specific to very clear business outcomes."
HR professionals overseeing workforce changes may find value in understanding how technology leaders like Patel approach AI implementation. Learn more about AI for Human Resources or explore the AI Learning Path for CHROs to understand how AI can support rather than replace your team.
Your membership also unlocks:
