The role of artificial intelligence in enhancing tenant experience: case study Sunway Pyramid Mall

The integration of Artificial Intelligence (AI) in real estate sector is transforming tenant experiencesand optimizing property performance and driving economic sustainability. AI-driven solutions such as predictive analytics, tenant behavior modeling and automated lease management enhance operational efficiency, personalize tenant interactions and improve tenant satisfaction and retention. However, despite its benefits Artificial Intelligens adoption in the retail property sector remains limited due to financial constraints, technological resistance and reliance on traditional management approaches. This study examines the role of Artificial Inteligence in enhancing tenant experience at Sunway Pyramid Mall, Malaysia, while exploring key challenges and opportunities associated with its implementation. The research evaluates how AI contributes to sustainable asset management, streamlines operations, and impacts overall mall performance. Findings from this study are expected to highlight Artificial Intelligence’s potential in increasing property value, improving management strategies, and ensuring long term competitiveness in the commercial real estate sector. These insights will provide valuable guidance for mall operators, investors, and policymakers seeking to integrate AI driven technologies into asset management, ultimately fostering a more adaptive and tenant centric retail environment.