AI is changing quickly, and, with providers offering truly agentic workflows, AI is shifting from a passive tool to an active decision-maker. As AI takes on more responsibility, how should it be priced in the multifamily industry?
Traditionally, software in multifamily has per-unit pricing, so property management companies pay not for “seats” (as many software providers price their software) but based on the number of units in their portfolio.
Consider resolution-based pricing
Resolution-based pricing: a model that aligns cost with actual problem-solving, not just AI activity.
Think about it this way: If an AI system reaches out to a prospect but never gets a response or can’t answer the prospect’s questions and it gets handed off to your team, should you get charged for that interaction? Or should you pay for the actual value — the resolved inquiry that saved your team’s time and moved the renter forward?
In short, resolution-based pricing is paying for work that gets done — whether that’s a booked tour, a lease renewal negotiation, or a maintenance request fully handled. Resolution-based pricing is NOT paying for work that might have gotten done.
This aligns the incentive for both the multifamily property management company and the AI provider. No one wins unless the tasks are not resolved.
For example, an AI-powered leasing assistant might:
- Answer renter inquiries
- Schedule tours
- Follow up and nurture leads
- Guide applicants through online leasing
- Negotiate a renewal offer (with guardrails)
Why This Model Makes Sense for Multifamily
Resolution-based pricing isn’t just a better deal — it’s a better fit for how multifamily operates.
Here’s why:
- It aligns cost with value. You only pay when AI delivers results, making it easier to justify ROI.
- It encourages AI to be more efficient and reflects how AI is evolving to be used. AI isn’t just a chatbot — it’s an agentic system designed to drive outcomes, not just generate activity.
Just like centralization and agentic workflows started as ambitious ideas before becoming industry norms, resolution-based pricing could be the next shift in aligning AI costs with real outcomes.
As AI evolves beyond automation into true problem-solving, it’s time to rethink how we measure its impact. Paying for AI based on results, not units in the portfolio, might be the future.