9 November - 2022PropTechOutlookand occupiers must be aligned to achieve the objectives. MRI Software commissioned its U.K. Voice of the Property Manager Report2022 where it surveyed almost 300 facilities managers and examines the technologies they are adapting to address rapidly evolving circumstances. The report showed investment going into technologies that include property management and accounting (35 percent), resident/tenant portals and apps (33 percent), virtual tours and mobile inspections (33 percent), online leasing and digital leases (29percent), business intelligence (24 percent), and artificial intelligence or automation (16percent). Through the adoption of Artificial Intelligence (AI) in the current Industrial 4.0 by means of robotics, machine learning, robotic process automation and natural language processing, there are representative roles (trainers, explainers and sustainers) within the organizations to manage Smart FM development, implementation, communications and management of ethics. The paradoxical situation arises when a company attempts to gain competitive advantage over FM product differentiation with AI development. However, one must spend more on R&D to gain first mover status but without cost advantage since AI development rides on Moore's law effect. By adopting the O-ring theory of economic development, AI in FM can be complementary with humans to ensure that the work of machines is both effective and responsible -- that it is fair, transparent, and auditable. Not all manual work can be performed by machines. For instance, the horticultural works, albeit labourious, are unpredictable and require physical skills to conduct good landscape maintenance. New Roles for Smart FMTrainersFM fault reporting and call centre chatbots, cleaning and security robots with chatbots functions,robotic process automation by means of communication escalations need to be trained to detect the complexities and subtleties of human communications. Robots' maneuverability and movements' behaviour to be constantly reviewed and trained as they are operating in urban environment settings. ExplainersThese are the enhanced scope conducted by current IT business analysts where the personnel bridge the gap between AI developers, users and business leaders.SustainersThe roles of ethics compliance, watchdog and ombudsman for upholding norms of human values and morals. The scope may also be undertaken by the Explainers.A 2020 World Economic Forum report predicted that technologies would create 97 million new jobs--generally the ones requiring more skills and education. Fast forward x number of years, one can envision that FM workforce are better equipped with digital skillsets and the FM operations might be conducted by advanced anthropomorphised robotics (e.g. cleaning, security operations) taking over not only the predictable physical works but programmable ones using AI. Humans take up the AI facilitators roles of trainer, explainer, sustainer and other higher value and non-predictable FM tasks. While humans are likely to remain relevant in a fully autonomous future, continual upskilling of the workforce in line with the AI development is also crucial to manage the income gap thus future-proofing the FM industry. Therefore, it appears that the FM industry would require the various stakeholders to collaborate collectively and objectively coupled with government continuing to champion the move towards the achievement of smart nation as the end journey. We will be able to get there soon. Robin Leow heads the Integrated Facilities Management consultancy services for Savills Singapore. Savills offers a comprehensive suite of facilities management (FM) and consulting services for built environment with one-stop FM and workplace solutions to effectively organise the operations and enhance performance of property assets. FM operations are conducted with more anthropomorphic functions and using Robotic Process Automation (RPA) to enhance the capability of predictive and reactive maintenances
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