The role of digitalisation in human-centric FM: how IoT, AI, and smart technologies enhance the occupiers’ experiences

As occupier needs become ever more diverse and their behaviour patterns less predictable, FM teams face a considerable challenge in responding to their changing needs.

While AI and digital technology are often contrasted against “the human touch”, IoT sensors and AI-driven algorithms can be used to great effect in enhancing occupiers’ experiences. By leveraging advanced technology, FM teams can leverage deep behavioural insights and powerful real-time data to deliver exceptional experiences for building occupiers, driving increased satisfaction and improved brand reputation and performance for facilities management companies.

Responsive environments

With the help of IoT sensors and devices, facility managers can collect real-time data on factors such as lighting, temperature, and air quality. By analysing this data using AI algorithms, they can create a responsive environment that adjusts to the occupiers’ needs. For instance, if an area becomes too hot or cold, the system can automatically adjust the HVAC settings to maintain a comfortable temperature. AI can also be used to understand and respond to occupancy patterns where flexible working is common, identifying and anticipating busier times, whilst still being able to respond and adapt heat and lighting settings if a building is occupied outside of its typical hours.

Personalised experiences

By combining IoT data with user pass tracking, AI can analyse the behaviour and preferences of specific occupants, such as their preferred temperature settings or lighting conditions. This data can be used to to create tailored environments that enhance their experience within the facility, optimising HVAC, lighting, and other systems in real-time and providing a more comfortable and enjoyable environment for occupants.

Proactive maintenance

IoT sensors can monitor equipment and machinery in real-time, detecting potential issues before they become major problems. AI can spot early signs of degradation to predict when maintenance is required, allowing facility managers to schedule repairs proactively. This not only improves the occupiers’ experience by minimizing disruptions, but also reduces downtime and costs.

By predicting maintenance needs and scheduling tasks effectively, AI can minimize resource wastage and improve overall efficiency. This includes optimizing maintenance schedules to carry out work when buildings are quiet, and ensuring that the right resources (e.g., staff, materials) are deployed at the right time, maximising the chances of maintenance issues being resolved first time and improving occupier satisfaction.

Self-service

Smart technologies such as mobile apps and digital kiosks enable occupiers to access information and services more efficiently. For example, occupiers could use a mobile app to report maintenance issues or reserve meeting rooms. AI-powered chatbots can provide instant support for common queries, further enhancing the self-service experience, and can help occupiers find and book suitable spaces for meetings or events based on their preferences and availability, improving collaboration and productivity.

AI and IoT can also provide real-time data on various aspects of the facilities, such as temperature, humidity, air quality, etc. Occupiers can access this information through mobile applications or digital dashboards, allowing them to make informed decisions about their workspace needs.

Safe, secure spaces

IoT devices, such as CCTV cameras and access control systems, can help create safer, more secure environments.  AI-powered video analytics from IoT cameras can identify potential security threats, while access control systems can ensure only authorized personnel enter secure areas. This contributes to a safer environment for occupants. By analyzing data from these sources using AI, facility managers can identify potential security threats and respond proactively. This not only improves the occupiers’ sense of safety but also helps prevent incidents before they occur.

Streamlined emergency procedures

AI can significantly improve the process of providing real-time evacuation routes during emergencies, using data from IoT sensors, cameras, and other devices to track people movement within a building. AI algorithms can identify potential bottlenecks or unsafe routes in real time, and suggest alternative evacuation paths to occupants via smartphones or other devices, taking into account factors such as crowd density and obstacles.

AI-powered systems can learn from past emergencies and simulations, identifying patterns and inefficiencies in evacuation procedures. This enables the system to improve its suggestions over time, ensuring more efficient and effective evacuations in the future. AI can also assist emergency responders by providing real-time information on the location and status of occupants, allowing them to allocate resources more effectively and ensure everyone’s safety.

Elevate your occupier experience with AI-powered FM insights

In an increasingly demanding environment, advanced AI technology offers the ability to personalise your FM approach to the needs of your occupiers in real time, delivering an enhanced experience whilst boosting your operational efficiency.

To find out more, download our [ebook], The role of AI in facilities management.

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