AI isn’t just improving property management, it’s redefining how AMH serves 62,000 residents at scale.
In this episode, Philip Irby, CTO at AMH, joins Box Chief Customer Officer Jon Herstein live from BoxWorks 2025 to share how his team built a fully cloud-native platform to manage 62,000 single-family homes. He breaks down how AI drives leasing, maintenance, and communication and why success starts with a relentless focus on the resident.
From replacing legacy systems to deploying conversational AI for real-time support, Irby explains how AMH uses Box to manage unstructured content and scale personalized service across thousands of properties. Whether you're in proptech, operations, or enterprise IT, you’ll take away real lessons in modernizing platforms, integrating AI responsibly, and designing for end users.
Key moments:
(00:00) How AMH uses AI to scale resident experience
(03:15) Replacing legacy tools with Box as a single content platform
(07:30) ‘Let-yourself-in’ leasing and AI-powered customer journeys
(10:20) Meet “Amy”: The virtual agent handling 100% of inbound calls
(13:00) Automating maintenance intake with conversational AI
(17:30) Unifying structured and unstructured data with Box
(20:50) Using Box AI for contract reviews and HOA document search
(26:40) Advice on change management and AI adoption across teams
(30:00) Why discipline, not just technology, drives transformation