Blog Post: Beyond Transactions: Can PropTech Make Agents More Human?

In an industry driven by numbers, transactions, and ticking compliance boxes, the big question is: can property technology (PropTech) actually make estate agents more human?

It may sound counterintuitive - after all, tech is often seen as cold, automated, and impersonal. But in the first episode of a new conversation series exploring the evolving landscape of estate agency, I sat down with the brilliant Sian Metcalfe, Operations Director at Inventory Base, to challenge that assumption - and the result was a seriously rich discussion.

PropTech Isn’t the Enemy of Human Interaction

Sian kicked us off by addressing the elephant in the room: the general eye-roll reaction whenever “tech” is mentioned. Particularly “PropTech.”

“There’s this misconception that tech takes away the human element,” she said. “But what it should do is free us up—to be better humans in our roles.”

And she’s right. At its best, PropTech removes the admin slog that bogs agents down: chasing signatures, uploading certificates, managing maintenance tickets. These are essential, sure, but they’re also time-consuming and transactional. PropTech lets the machines handle that, so agents can focus on what people actually want: service, trust, empathy, and connection.

Sian gave a personal example from her time as a landlord. Initially, her agent made her feel valued and supported - but once the paperwork was signed, the warmth disappeared. “It was like someone changed the temperature in the room,” she said. “They’d got me. Job done.”

That kind of ‘box-ticking culture’ is exactly what PropTech should be used to challenge.

Agency Isn’t B2B. It’s B2H—Business to Human

One of the most important shifts we need to acknowledge is that landlords aren’t just clients. They’re people. Often accidental landlords. Often emotionally connected to their properties. And yet too many agencies treat the post-sign-up relationship as optional, not foundational.

We talked about how signing the contract should be the start of a relationship - not the end of one. And that takes culture change. “You can’t expect to win loyalty by doing the bare minimum,” I said. “No one falls in love with a business because they received their gas safety cert. That’s compliance, not care.”

Is the High Street Dying… or Just Evolving?

Our industry has always revolved around the high street. But as Sian pointed out, with more people searching online and fewer walking into branches, we need to reimagine what that physical space is for.

“Make it an experience,” she said. “Like a lounge or a coffee shop. Somewhere people want to go—where they feel safe, heard, and welcome.”

The old model of static window displays and a wall of leaflets? That’s not cutting it anymore. If no one’s walking in to see listings, why not give that space purpose again - host community events, offer guidance drop-ins, or even just provide a warm, human welcome for those navigating an emotional life transition.

AI & Automation: Threat or Opportunity?

Let’s address the buzzword. AI.

Is it a threat to jobs? Only if your job is 100% tick boxes and emails that read “see previous.” But if you’re in the business of empathy, support, and negotiation - AI can actually enhance your capabilities.

At The Depositary, we’ve processed over 60,000 tenancy conclusions. From that, we’ve learned that the best-performing agents aren’t just providing evidence for claims - they’re communicating with empathy and detail. They’re being human.

The agents with 90%+ agreement rates in deposit deductions don’t just dump a checkout report on the tenant. They engage. They explain. They listen.

Compare that to the 60% crowd who reply with “See email.” Is it any wonder those negotiations go badly?

That’s why we’re working on AI tools to support those stretched property managers. Not to replace them - but to help them say what they wish they had the time to say. AI can draft a calm, empathetic response that defuses tension and builds trust. The PM just reviews and tweaks it.

Sian put it beautifully: “It’s about giving people the tools to be more human - not asking them to be robots.”

So... Can PropTech Make Agents More Human?

Yes. But only if we use it right.

It’s not about replacing people - it’s about freeing them. Giving agents the gift of time, so they can build better relationships, understand their clients, and become advisors instead of just salespeople.

It’s about turning admin monkeys into trusted guides. It’s about making sure that every landlord, tenant, buyer or vendor feels seen - not just processed.

As Sian said, “You can’t build relationships if you don’t have the time.”

Your Turn

We’d love to hear from agents, suppliers, landlords - anyone with skin in the game. How are you using tech to bring more humanity into your work? And if you think we’re talking complete nonsense - tell us that too. It’s all part of the conversation.

Until next time, thanks for reading—and remember: PropTech isn’t about replacing people. It’s about empowering them to do what only humans can do—connect.

Want to explore tech that works the way you do? Check out Inventory Base and The Depositary for tools that empower agents - not replace them.