The last time Lindsay was on the NYC Real Estate Podcast was in 2023. Super has always been focused on solving communication gaps for property managers—but the way in which the company could tackle the problem has shifted drastically since. Lindsay and Mark talk about what's changed in just three years, what to be mindful of when it comes to security and compliance with AI implementations, and how to make decisions on the right models or approaches.
A few highlights from the discussion:
What happened in the last 3 years?
- When Super decided to pivot towards voice AI in 2024
- Why the founders chose to go after voice: because property managers need phone solutions, and voice is the hardest part of the conversational AI stack
- How AI has allowed teams to fundamentally rethink how they can solve a problem
When should you consider a small language model (SLM)?
- The benefit of continued evolution and training on frontier models can sometimes be the right decision
- SLMs and open source models you train can let you train on a very specific dataset, and on very targeted jobs
- The cost/benefit decision around maintaining the model, any accuracy gains, and latency gains — token cost consideration is part of it but not the main driver from Lindsay's point of view
What are the benefits of working with a specialized provider?
- Why Super continued to focus on property management after the pivot away from a traditional software application
- The benefits of going deeper and being specialized include better compliance training and guardrails, security, and industry-specific subject matter expertise
- These types of guardrails and training take reps to get right, and going off-the-shelf means every builder will need to start from scratch
What's in store for the future?
- The premise isn't always replacing employees—it's about enabling them to do their best work
- Humans may be overseeing teams that are hybrid in the future of AI agents and other people
Listen to the full episode:
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