TECHNOLOGY, CAFM & IT
THE CASE FOR ON-PREMISES AI IN FM SUPPORT
Amal Nozieres, Founder of Axiomova, outlines how hybrid and on-premises AI agents can cut backlog, protect data, and integrate with the tools FM teams already trust.
The FM support challenge Facilities management has always been a juggling act: reactive tickets, planned maintenance, statutory compliance, tenant comfort, contractor coordination.
What’s changed in the last five years is the volume and complexity of these requests: Email remains the dominant channel for tenants, but inboxes are flooded; union agreements and statutory checks impose strict rules on how tasks are handled; out-of-hours requests still need routing to the right on-call contractor; and sustainability goals add pressure: energy, heating, and cleaning data must be captured and reported.
With tight budgets and staff shortages, FM helpdesks are expected to deliver more with less. SLA breaches are rising, and frontline staff are under pressure: too many tickets, too much duplication, and too little visibility.
How it works Tenant requests (email or web form) go through the AI Orchestrator, which classifies and enriches them before routing to:
• CAFM/CMMS systems for work orders, • IoT sensors/BMS for live data,
• or Cloud LLMs (redacted/logged) for advanced reasoning.
This keeps workflows seamless and data secure. Why on-prem and hybrid AI are the
right fit Cloud AI (OpenAI, Anthropic, Gemini, etc.) can classify and respond with impressive accuracy. But FM is not a call centre. It carries sensitive tenant data, complex workflows, and compliance requirements.
That’s why FM operations benefit from a hybrid or on- prem deployment.
The three big wins from this are:
• Data control by design: requests, invoices, and maintenance logs stay inside your estate, reducing data-leakage risk.
• Custom workflows: adapt to union rules, health and safety checks, and building-specific logic.
• Low-latency dispatch: the AI runs close to your CAFM/ CMMS, so tickets flow even if the WAN is flaky.
Hybrid AI doesn’t mean rejecting the cloud: it means using it where useful (e.g. advanced language reasoning) while keeping one clear orchestration tool. Think of it as a control dial, not a binary choice.
From inbox chaos to clean workflows Every FM team knows the inbox chaos. Things like a broken tap reported by email with a blurry photo attached; a room-cleaning request copied to multiple people ; or a BMS alert showing floor temperature above 28°C.
Without automation, each requires manual reading, triage, and logging. With an AI agent:
1. Email is instantly classified (plumbing, cleaning, HVAC).
2. Key details such as location and SLA are extracted. 3. Ticket is logged directly into the CAFM. 4. The right contractor or team is notified. 5. The requester receives confirmation and ETA.
34 | TOMORROW’S FM
twitter.com/TomorrowsFM
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60
