TECHNOLOGY, AI & ROBOTICS
INTEGRATING AI:WHAT FMs SHOULD LOOK OUT FOR
As real estate companies increasingly integrate artificial intelligence, how can they ensure they maintain best practices, and actually tackle the challenges at hand? Ben Yexley, askporter's Head of Business Development, discusses.
It is no secret that the facilities management sector, like the wider real estate industry, has seen a rise in artificial intelligence (AI) integration. JLL reported last year that Generative AI (GenAI) is increasingly becoming a necessary asset for businesses, sharing McKinsey research which states it “could add up to $4.4tn of value annually.”
Despite some initial hesitation in implementing a technology that felt relatively novel, its apparent benefits have drastically outweighed perceived worries. Moreover, successes and positive case studies have led to rapid, widespread adoption and integration of these tools.
To remain competitive, companies must take bold, decisive action when it comes to new technologies. However, this does not mean ignoring checks and balances. Within such a diverse sector, there is no one-size-fits-all solution. To successfully integrate AI, there first has to be a thoughtful assessment of the gap it is intended to fill, or the problem it is intended to solve.
FM has historically struggled with communication processes, strict service level agreements (SLAs), and ensuring high-quality service offerings that are regularly reviewed and updated. Adopting technologies that are fit for purpose is crucial in addressing these challenges.
The latest Building Cost Information Service (BCIS) forecast predicts a challenging outlook for the FM sector, with repair and maintenance output projected to fall by 5.2% in 2024. This is a result of public sector budget
28 | TOMORROW’S FM
constraints, rising labour costs, and ongoing economic uncertainty. AI is a potential life raft; mitigating the impact of rising costs and labour shortages.
Thoughtful AI integration reduces misdiagnosis, collects and collates valuable data, provides data-driven insights, and offers industry-specific solutions. But what features of an AI-powered product should FMs be looking out for in order to tackle the challenges they face?
Improving communications The communication process between FMs and tenants has typically been strained. Reliance on calls and emails has led to inefficient dialogue and lost information, putting pressure on overstretched FM teams. With dated methods of raising and managing tickets cumbersome and prone to delays, call centres become inundated with phone calls, often leading to queues and delays and further complicating issue resolution.
Improving the communication stream can transform an FM workforce. By centralising communication systems and reducing reliance on calls and emails, AI streamlines interactions, making it more customer-centric and efficient. Automation reduces workload and improves first-time resolution rates. With AI, communication becomes clearer and more direct. The overall customer experience is also enhanced, with issues resolved promptly and effectively.
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