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29 December 2025 December 2025 » C O V E R S T O R Y Q: How do you balance the human expertise required for nuanced field decisions with the increasing automation of inspections, reporting, and quality assurance? RAY: Great question! Genstone stands out in the industry by maintaining 100% manual quality control—even for occu- pancy inspections—while leveraging AI and automated workflows for speed and accuracy. Our system flags anomalies for immediate review, ensuring quick action. For example, if a property shifts from vacant to occupied, it triggers sec- ondary checks, including USPS-linked skip tracing, to confirm mail activity and validate occupancy. Q: There has been notable consolidation across field services and related sectors in recent years. How is this reshaping the competitive landscape? RAY: Consolidation has been great for Genstone as it helps us to increase market share and benefit from cost savings from economies of scale and operational effi- ciencies. We also have stronger financial power to continue innovating and deliv- ering new products to the market. As the economy slows down, despite consolida- tion, new players will enter the space. Q: Are there opportunities for greater collaboration across preservation, asset management, and mortgage servicing that the industry hasn't fully capitalized on yet? RAY: Absolutely. We are experiencing that now with our acquisition and new position as part of the Genstone family of companies and affiliation with the Fay Group. We now offer a full end-to-end service and work closely with the other entities for a seamless client experience. Q: What are the "blind spots" you think the industry still has: areas that aren't getting enough attention but will be critical for long-term sustainability? RAY: While most are not blind to us, there is a constant balancing act. One issue that I believe the industry needs to hit head-on is discoloration treatment vs mold remediation. Some states, including New York, only allow licensed and certified environmental compa- nies to address this issue, unless it is the homeowner themselves doing the work. Investors want to keep the price down, and typically only want "treat- ment." HUD will approve "treatment" but then state that if any more mold grows during the property's pre-sale and post-sale conveyance activities, it will be considered "Mortgagee Neglect" and will not be claimable. This is often not obtainable with 100-year-old homes and basements, some of which are in flood zones. The best sump pumps in the world, and humidifiers, are not going to be enough long-term. It is estimated that 47% of homes have some type of mold or mold spores. In areas like New York, with long foreclosure timelines ex- ceeding five years, multiple treatments may be needed. Unfortunately, that is an expense we end up having to absorb, at no fault of our own, and shouldn't be. An additional area that presents a challenge is with the more rural nature of the portfolios, and difficulties in deter- mining occupancy with acreage, fences, gates, and "no trespassing" signs. Some of our clients want us to engage drones. This requires a whole different set of compli- ance matrices, as laws vary from state to state and municipality to municipality, but most support the residents' right to "quiet enjoyment" and privacy. MIKE GREENBAUM COO, Safeguard Properties Q: How is Safeguard leveraging technology such as AI to improve efficiency or compliance in field services today? GREENBAUM: Safeguard is using AI to solve long-standing operational bottlenecks in field services rather than treat AI as a buzzword. Our approach focuses on practical automation that enhances compliance, improves accuracy, and reduces turnaround time. Key areas include: AI-Driven Photo & Video Validation • Automated routine enforcement using GPS, geofencing, and image analysis. • Occupancy detection from both pho- tos and 360-degree drive-by video. • Hazard Insurance damage detection. • Build expectancy in our audit pro- cesses based on Computer Vision and Machine Learning. AI-Supported Script Processing • Our inspection scripts now allow AI to answer structured questions based on video walkthroughs. • CoreScript automation helps flag missing photos, inconsistent an- swers, and items not in compliance before orders reach QA. AI Agents for Vendor Performance • Automated routines track zone capacity, underperformance, milestone gaps, production rate, and delayed commitments. • Alerts are sent to vendors via text, app notifications, and weekly summaries. Q: How do you balance the human expertise required for nuanced field decisions with the increasing automation of inspections, reporting, and quality assurance?