Self Storage Lab

By swivlBusiness

Self Storage Lab episodes

November 29, 20232023 Recap: Generative AI & ChatGPT
In this episode, we nerd about about all things genAI — a year in review:
We give a recap of genAI’s impact this year, and highlight a few areas of impact
Economy and the markets
“Generative AI, the broader tech category ChatGPT falls under, has been projected to add up to $4.4 trillion in value to the global economy per year thanks to productivity boosts.”

Re-skilling as a job, and the new roles sprouting up this year

We dive into Reinforcement Learning from Human Feedback (RLHF), and how central this concept has been for the major LLM players.

The team discusses some of the “wins” of the year, while also some “fails”
In the win corner:
Major updates and breakthroughs

chatGPT passes almost every professional test

impact to the economy

In the fail corner:
Bing Chatbot's other personality, Sydney.

Work Disruptions and hallucinations

Concerns about the technology were a central focal point of the writers and actors strikes.

The arms race to build the data centers that power AI models is sucking up scarce water resources.

The team also discuss some interesting developments in AI
What the top players did right; in-depth takes about OpenAI, Google, Microsoft, Meta, Apple, Midjourney, Adobe, and more.

Other than LLMs, some of the other model types to keep an eye on: Vision, Audio, and hardware

Multimodality is mentioned as a huge aspect and the hosts predict its growth in the coming year.

Auto GPT and using agents to complete tasks is a fascinating possibility.

How hardware and new interfaces will be critical to the success of AI

At the end of the episode, the team speed runs through some “hot takes” of what is to come. Wait until you listen to Kyle’s thoughts.

Resources
ChatGPT: A Year in Review

State of AI in 2023

$4.4 trillion in Value to Global Economy

OpenAI's ChatGPT turns one year old; what it did (and didn't do)

ChatGPT continues to be one of the fastest-growing services ever

A link to all of the tests chatGPT completed— HERE
1 hr 13 min
November 13, 2023AI Guidelines & Regulation - This is Just the Beginning
It appears that there is a continuous stream of groundbreaking advancements in the realm of artificial intelligence, occurring on a weekly basis.
At the end of October, the Biden Administration released a sweeping order on artificial intelligence with the goal of promoting the “safe, secure, and trustworthy development and use of artificial intelligence.”
In today’s podcast, we nerd out on the key points of the executive order, the winners and lowers of the new guidelines, and dive into how it affects the technology landscape as it relates to the Self Storage industry. Enjoy!
In this episode, we discussed:
The Future of AI
Recent groundbreaking advancements in AI

What if the AI is smarter than us?

What do you define as AGI?

Overview of the Biden Administration's executive order on AI
Comments from the team

Regulatory Capture

Commentary from major AI and tech players

What’s missing from the EO?

Other important announcements on AI

AI in Self Storage
Analysis of the executive order's impact on the self storage industry

Similar to GDPR or CCPA

The different groups it affects and pertains to

Takeaways
Winners vs. losers

Regulation of large vs. smaller models

Watermarking, data sharing, privacy, and IP rights

Resources
Official White House Fact Sheet

100 Page Executive Order

AI Safety Summit in England’s Bletchley Park

Alan Turing

AI.gov

Andrew Yang on the Executive Order

Google AI Chief says there’s a 50% change we’ll hit AGI in just 5 years (Article)
46 min
October 19, 2023QR Codes - What are they and how do I use them in Self Storage?
In today's episode, we'll be discussing QR Codes, these black and white -like codes you often see in Restaurants nowadays. We will dive into remarkable resurgence of QR codes in the wake of the pandemic, examining how this technology is being utilized in various fields, and explore the unique challenges and opportunities it presents for self storage operators.
History

Quick Stats

Adoption

How they work / what it is

Use Cases

Safety

Design

Limitations to the technology

Single QR code vs. Location specific QR codes

Static vs. Dynamic QR Codes

Benefits (recap):

http://spot.is
http://www.qr-code-generator.com
https://www.the-qrcode-generator.com/
42 min
September 28, 2023The State of AI (Rodolfo on the CSSA Webinar)
Today’s podcast explores AI as an umbrella term, capabilities, limitations, and get a glimpse of what the future holds for this technology.

Rodolfo did such a good job at explaining this topic on a recent CSSA webinar, that we decided to play you the entire conversation. For more on AI topics, dive into some of our most recent episodes.

Topics Explored:
Automation vs. AI
What is Automation?

What is Artificial Intelligence?

Why is it important to move beyond the term "AI"?

AI in Self Storage
Adoption of AI in Customer Service

AI at a High Level

What is Vertical Intelligence?
LLM Limitations

Differentiation between LLMs and Business Specific Models

Next Opportunities
What’s in store for the future of customer service and communication?
24 min
August 17, 2023What is AI? Just another buzzword?
AI is all the rage right now. But what exactly is it? It’s thrown around as a buzzword and can often be a blanket term that encompasses a broader set of tools and technology. So let’s chat about what is and what is not AI.
Topics Explored:
What is Automation?
Automation vs. AI

Why is it important to move beyond the term “AI”?
The Different forms of AI
What are some examples and practical applications?
The current state of AI Research
Big tech’s stake in AI’s advancement

What are the pros and cons?
Vertical AI
Deep dive into the AI Stack

How does vertical AI differ from other forms of AI?
44 min
July 26, 2023How to choose a Facility Management System (FMS) We talk to operators
In the later part of the episode (44:24), we hear from operators who have gone through the decision-making process and learn about their experiences with different facility management software. Stay tuned for valuable insights that can guide you in selecting the best software partner for your self-storage business.

The Importance of Selecting the Right Facility Management Software (FMS)
How do the different FMS types impact your self-storage business differently?

What key factors should you consider before making your decision?

Are there any industry-specific challenges you should address through your software choice?
Core Features to Look for in Facility Management Software
What are the essential features that every FMS should offer?

How important is integration with your self-storage website and customer relationship management (CRM)?

Are there additional features that can enhance the customer experience?
Scaling Up: Finding the Right Fit for Your Growing Business
What considerations are crucial when selecting FMS to support future expansion?

Are there any potential challenges when transitioning from a simpler system to a more robust FMS?
Understanding the Data Structure and APIs
What information can be accessed through the APIs? (e.g., tenant data, occupancy rates, pricing, etc.)

Does the facility management system offer open APIs for collaboration and ecosystem building?
Analytics and Reports
What types of analytics and reports are available in the facility management system?

Can custom reports be generated based on specific requirements?
Cost Considerations
How is the pricing structured for the facility management system?

Are there additional costs for specific integrations or API access?
Tech Support and Onboarding
What is the onboarding process like for transitioning to a new facility management system?

Is there a designated account manager or tech support representative for assistance?

What is the service level agreement for tech support and issue resolution?
Customer Experience and Integration
How does the facility management system integrate with an operator’s website for tenant login and account access?

Are there any concerns about customers’ trust and understanding when interacting with the facility management system through an operator’s website?

========== Operator Conversations =========
Grace Totty on Choosing the Right FMS (44:24)
Brett Copper on Choosing the Right FMS (1:10:40)
---------------------------------------------------------

Back to the episode (1:17:50)

Essential Questions to Ask When Evaluating an FMS
Does the FMS offer educational material and an onboarding process for easy implementation?

Should operators request customer references to gauge the FMS’s performance and support?

What support and tech assistance should operators expect from their FMS providers?
Wrapping Up and Looking Ahead
What factors are driving innovation in FMS, especially in terms of contactless and mobile solutions?

What improvements can FMS providers make to enhance customer-centric offerings?

How is AI changing the landscape of Facility Management Systems?

How can operators benefit from the ongoing development and integration of AI in FMS?
1 hr 30 min
June 22, 2023Levels of Automation (0-5) - Autonomous Vehicles & Self Storage??
In our tenth episode, we dive into the five different levels of automation, from manual processes to more advanced use of technologies, and examine how they are transforming the way humans work. We walk through the challenges, benefits, and exciting opportunities that we can expect from automation, and how these might come intro fruition in this dynamic and ever-evolving industry.

Topics we explore
What is automation?

5 Different levels of automation

Examples of each

Pros and Cons

How does it relate to Self Storage?

What to expect in the future

Timestamps
Why so much talk about self driving vehicles? - 2:00

Why we picked this topic - 5:53

What is automation? - 8:40

Level 0 - 9:35

Level 1 - 15:00

Level 2 - 19:42

Experience riding in an autonomous vehicle - 24:12

Level 2 in self storage - 28:29

Level 3 - 30:47

What level is swivl? - 36:23

Level 4 - 40:51

Can a self storage property get to Level 4? - 43:40

Level 5 - 46:45

Recap - 49:52
53 min
May 08, 2023Management Styles & Tools (Hub & Spoke, Remote, etc.)
.Have you ever reached that point where running your self-storage property just feels like too much to handle? The good news is that you've got options!
In episode 9 of the Self Storage Lab podcast, Kyle, Mason, and Rodolfo discuss the varying management styles in the self storage industry and how they have led to changes in the day-to-day functions of operating teams.

Mentioned in this episode:
The transition period in the industry
The shift from traditional brick and mortar management to remote, unmanned, and virtual management
The rise of technology and changing consumer expectations
The impact of COVID-19 on management styles

Different management styles
Fully remote or unmanned management

Hybrid management styles

Automated management

Which management style is right for you?
The benefits and challenges of the different styles of management

The role of human involvement in remote management

The need for reliable technology and security measures

The importance of customer service and personal interaction

The potential for robots and other technologies to replace human involvement

The shift in management styles in the self storage industry
The importance of focusing on sales and service centers and boots on the ground personnel

Viewing management styles as a customer journey

The importance of the first-time rental experience

70% of renters are first-time renters

The role of technology in improving the customer experience
The potential for cloud-based software, mobile apps, and kiosks to improve efficiency and convenience

The need for reliable technology to protect sensitive data

The potential for technology to improve the ongoing customer experience

Making the decision for your business
The importance of finding the right balance for your business and customers

Pros/Cons of In-house management

Pros/Cons of Third-party management

The economies of scales of Third-party management

Remote vs. Unattended facilities
Is it truly unmanned/unattended?

The benefits/challenges of remote management

What’s the difference between remote and hub and spoke?

What’s the deal with unattended facilities?

Finding the right balance

The Importance of Simplification
How to streamline the Customer Journey to bring uniformity

Simplifying the technology stack to have one way to do as much as possible is key to success

How to optimize the Rental and Sales Process

Leveraging automation in self-storage management
The impact of technology on hiring and employee turnover rates

The importance of standard operating procedures (SOPs) in remote management

The role of technology in enhancing property value and attracting higher-end tenants

Tools and technologies for remote management, including video calling, contact centers, and automated locks

AI for predictive maintenance and enhanced security

Thinking outside the box and applying retail strategies to self-storage management and operations.

Thank you for listening. Please leave any feedback and we encourage you to subscribe to get the latest episodes instantly.
1 hr 14 min
March 28, 2023ChatGPT Update! Things are moving fast
Cool Use Cases or Examples
Lease summaries

Prompt Engineering

Real time Ad Generation based on your product following, research, and search behavior

Create instant copy and formatting for a website
How Self Storage can leverage GPT-powered tools
How swivl is taking advantage of this technology and how operators are using it TODAY

Introducing Agent Assist for faster response times

Introducing Conversation Summary for an instant overview of an interaction with a current customer

Use Cases and Limitations
How swivl thinks about Intelligent Automation
The new Tier 0 to deflect and automate

Smart routing to the right team member

More Efficient Knowledge workers
What’s new in AI this week
Open AI + Microsoft Bing AI

Google’s Bard AI + Demo Mishap

ChatGPT’s 100m Monthly Users

The rise of competitors
[38:00 mark] — Deep Dive into AI market in general
OpenAI: From nonprofit to for profit.

Bing chats with itself

The story behind Sydney cc: Ben Thompson

Prompt Engineering

Difference between chatGPT and GPT3.5
Limitations
What are hallucinations?

Trust and Safety Layer: the layer in between model and user interface

Human Factor Reinforcement Learning
History of OpenAI’s Large Language Model
What datasets was chatGPT trained on?

Are chatgpt users the product now?

Big Data vs Your Data
What’s up next?
Google v Microsoft v Amazon v Meta

Consumer AI tech vs Enterprise AI tech

The importance of business context when leveraging GPT and LLMs
1 hr 23 min
February 22, 2023Omnichannel Communication
Long gone are the days when customers only had one or two options for interacting with a company. Today’s customers move freely through digital and analog channels, using telephones, web chat, social media, and others to make purchases, find solutions, initiate returns, and more.
In today's episode, we will be discussing the importance of having a cohesive communication strategy across all channels, including email, social media, and in-person interactions. We will also delve into the role that technology plays in enabling shoppers a seamless, consistent experience wherever they engage with your brand
Some of the topics we will be covering in today's episode include:
The definition of omni-channel communication and why it matters

We will dig into benefits you might expect from a successful transition

Examples of successful omni-channel communication in action

A look at trends to keep an eye on in the new year
We hope you enjoy this episode and come away with a better understanding of the importance of omni-channel communication in today's world.

Show Notes
1:23 - What is Omnichannel?
Defining Omnichannel Communication and why it is important

Expected response times for main communication channels (8:15)

The difference between Omnichannel and Multi-Channel
11:43 - Benefits of Omnichannel Strategy
How can you leverage an omnichannel strategy to improve customer satisfaction and loyalty?

Companies with a strong omnichannel strategy retain an average of 89% of their customers.

Consistency is KEY

How to eliminate friction and silos within your organization?
13:52 - Talk is talk. Time to get our hands dirty. How to create a plan?
Who in your organization should be involved in creating an omnichannel strategy?

How to go about creating an action plan to implement the strategy?

How to create a strategy that combines both in-person interactions to online services?
17:25 - Examples of Companies Doing Omni-Channel Right
Can I use Apple as an example for every topic?!

We discuss how some world-renowned brands are using an omnichannel strategy

Who in Self Storage is doing omnichannel right?
24:35 - How It Affects Operators
What are some of the common pitfalls and challenges business face when implementing an omnichannel strategy?

How to make the transition from a single-channel and multi-channel strategy

What questions to ask when implementing this strategy?

How to incentivize your team successfuly?
31:52 - How to leverage technology to achieve a true omnichannel communication
What’s the role of Automation in an omni-channel strategy?

What is a “channel” and which ones should I be paying attention to?

At what point in the customer’s journey do store managers need to get involved?
39:53 - Pet Peeves
Some fun personal anecdotes of bad omnichannel experiences
44:47 - Self Storage Wrapped | Future Trends
Conversational AI will continue to permeate communication stacks

Amazon Go - style Self Storage facilities?

Can technology create more human connection in the industry?
54 min

About Self Storage Lab

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