AI Has Stopped Being Tomorrow's Problem

Every year seems to move quickly, but 2025 felt like it moved in fast-forward. Maybe it was the pace of industry changes. Maybe it was the constant pressure on staff teams. Maybe it was the sheer weight of everything MLSs and Associations had to manage. Whatever the reason, we've reached the end of the year with a clear sense that something important shifted.

The industry didn't just talk about AI. It actually started using it.

That alone is worth sitting with for a moment.

The Tipping Point Nobody Noticed

For years, AI lived in conversations, panels, and "maybe one day" planning documents. It was interesting but not urgent. This year felt different. Leadership teams saw member support stretched to its limit, burnout becoming harder to ignore, and repetitive questions consuming hours that nobody ever seemed to get back.

The tipping point was quiet and steady. Enough small moments piled up until the only reasonable next step was to try something new. And for the first time, that "something new" was AI.

What We Actually Learned

AI didn't disrupt. It released pressure. Teams discovered that when repetitive questions were handled with clarity and consistency, they finally had room to focus on work that had been sitting untouched for months. They felt lighter. Less reactive. More capable of doing the work they actually cared about. It didn't eliminate anyone's role; it made the role feel human again.

Garbage in, garbage out still matters. AI only worked well when it was trained on real, accurate knowledge. There was no shortcut. Organizations that updated their rules, refreshed their guides, and cleaned up outdated materials saw noticeably better results. Those that didn't found frustration instead. This year reinforced a simple truth: AI is only as strong as the information you give it, and investing in clean knowledge is one of the most important operational decisions an organization can make.

Members didn't need convincing. Many of us expected hesitation or distrust, but members didn't push back. They adopted AI the same way people adopt anything that makes their life easier. If the experience was simple and the answers were clear, they used it. If it was confusing, they dropped it. Convenience wasn't a luxury. It was the deciding factor.

What Comes Next: A Practical Guide for 2026

A new year brings budget discussions, planning sessions, and the pressure to set realistic goals. The organizations that integrate AI well in 2026 won't be the ones who rush, they'll be the ones who plan with intention.

1. Move AI Into Your Core Budget

AI shouldn't sit in an experimental category anymore. If member support is a core service, then support tools belong in the core budget. Predictability matters because staff stability matters. The organizations that treat AI as infrastructure get the most consistent results.

2. Start Where the Strain Is Highest

Every MLS and Association has one part of their support workflow that carries the most weight: phone volume, website chat, email, or text. Instead of trying to overhaul everything at once, start where the pressure is greatest. A focused improvement creates a ripple effect across the rest of the system.

3. Clean Your Documentation First

Updated rules, refreshed guides, and clear internal materials save enormous time later. Organizations that cleaned their documents before launching AI this year had smoother onboarding, fewer surprises, and better accuracy from day one. It may not feel exciting, but it's transformative.

4. Define Success Before You Start

If you want fewer calls, faster answers, or higher satisfaction, name that goal before January. Clarity in December becomes momentum in March. Measuring progress early removes the guesswork.

The Year Something Shifted

As this year closes, the industry sits in a very different place than where it started. AI didn't replace teams, it supported them. It didn't create chaos, it created space. It didn't overwhelm members, it helped them feel more in control.

This was the year experimentation gave way to real, grounded adoption.

Next year will be about refinement. Something steadier. Something more sustainable. Something shaped by clear knowledge, thoughtful planning, and a desire to make support feel a little more peaceful.

If 2025 taught us anything, it's that small, intentional steps can create real change. And 2026 is ready for the organizations who choose to take them.