Catalyzing Facilities Services Through People-Centered AI

Like many industries, advances in artificial intelligence make it an exciting time to be in facilities services, especially if you’ve recognized that improving sustainability is imperative to business growth. AI is helping identify corporate maintenance needs before they escalate, deploy facilities services staff in more efficient, effective ways, and reduce energy and water use. For instance, data centers owned and operated by Google are 1.8 times more energy efficient than a typical enterprise data center due in part to Google’s use of AI to monitor the energy used for cooling.

Here’s a question we should also consider: How will jobs and workforce management evolve as we roll out AI in integrated facilities services? McKinsey estimates that 25% to 34% of commercial cleaning jobs could be automated. That represents substantial potential savings as well as important safety and efficiency advantages.

As we embrace AI, we need a meaningful people strategy, too. Gaining the full potential of these new technologies depends on organizations continuing to put people first as they manage the transitions in workflows, jobs, and performance evaluations that come with AI and automation deployment. There are solid business reasons for making talent and employee experience strategy an integral part of technology-driven transformation:

Humans are at the core of AI and automation.

A recent ISA position paper noted, “…while it is clear automation provides immense benefits throughout modern economies, it is not so evident that automation itself depends on a vast and diverse range of skilled humans to make this possible.” At this moment, AI makes data available for more informed decision-making; it is people – facilities managers, customers, and employees who are the decision-makers. Their experience, good judgment, and monitoring are all essential for ensuring AI and automation technologies are used most effectively. And at the end of the day, it is people who are accountable for facilities services performance and outcomes.

ISSA’s Chief Global Education Officer, Brant Insero, said, “As technology, particularly AI, is increasingly integrated into the workforce, there will be a shift from long-term training sessions to providing real-time answers and solutions in the work environment. AI implementation will enable specific instructions and guidance based on situational needs.”

The risk associated with AI replacing training in the built environment is that there may be a lack of uniformity in handling processes as each organization develops its own AI implementation and integration plans. It is important for facilities managers and their vendors to ensure that core competencies remain a primary focus, according to Insero.

Organizations that are early adopters of artificial intelligence will spearhead innovation within the industry and offer a more compelling value proposition for their operations. By leveraging technological advancements at a faster pace than competitors or industry peers, these organizations will gain a significant competitive advantage, says Insero.

AI and automation change jobs.

We know that implementing AI transforms business processes. These technologies can lead to the repurposing of existing jobs and the creation of new ones. In facilities services, AI and automation are used to reduce repetitive and labor-intensive work. Staff members can work safer with less fatigue and devote their energy to more complex tasks. They’re using AI and automation to get their work done more efficiently and with more precision.

However, people are increasingly aware of job change, as some companies are seeing. Forward-thinking organizations take this into account and are proactive in redefining job responsibilities and the skills and education required to carry them out successfully.

We need people who can work with AI technologies.

Facilities already feel the pain of the talent shortage. The International Facilities Management Association projects approximately 40% of facilities managers will retire in the next seven years. Right now, staffing and retention is a top challenge for 66% of facility professionals, and 86% say their team members don’t have all of the skills and knowledge they need to perform at their highest level, according to Professional Facility Management research.

Making sure we consider the workforce fully within the business strategy for AI and automation deployment can help reduce this pain point’s impact. We should be preparing the workforce now to meet the future needs of our customers. In facilities services, that means equipping staff with the understanding of technology tools and ways to leverage them to improve daily work. Staff training should also address changes in mindset as people learn to integrate data into their work—enthusiasm and trust go a long way in technology adoption.

Building success in the transition to new technologies.

So what does the future of work in integrated facilities services hold? For many businesses, it starts with leaders at the top integrating AI into company vision and strategy rather than siloing it in IT, Legal, or HR. It will involve communication at all levels and a change management strategy to get teams and employees moving in the right direction. All employees need a clear line of sight in using AI to increase their efficiency and performance.

As it becomes increasingly apparent that AI is essential for sustainable business growth, Service by Medallion is prioritizing this strategy to advance sustainable facilities services with automation and AI. Prabhu Soundarrajan, Head of Corporate Development & Strategy, noted,

“Our robust people strategy is the foundation of our 47-year industry leadership in the San Francisco Bay area, and it will remain at our core as we evolve with new technologies and customers’ changing expectations to continue delivering impact.”