AI-readiness in FM: Balancing innovation with the human touch

Karl Broom, Sales Director – FM & Energy Solutions at MRI Software

Facilities Management (FM) is, first and foremost, a people business. While Artificial Intelligence (AI) has the potential to transform operations, it cannot replace the human expertise, judgment, and experience that define the industry. The real challenge is ensuring that AI enhances FM teams rather than displacing them, improving efficiency while keeping decision-making firmly in human hands.

Some FM leaders remain cautious about AI, concerned about hype-driven solutions that overpromise and underdeliver. While AI-powered automation and analytics are already proving their worth in predictive maintenance, energy optimisation, and asset management, more advanced AI applications, such as AI-powered virtual assistants, are still evolving.

“Understandably, there’s nervousness around AI,” says Karl Broom, Sales Director – FM & Energy Solutions at MRI Software. “AI will never replace the relationships and hands-on expertise that are so essential in FM, but what it can do is reduce the noise so professionals can focus on more meaningful work that drives value for clients and building users.”

Cutting Through the Hype: Practical AI for FM

AI is already proving its value across FM, not as a replacement for professionals, but as a tool that enhances efficiency and decision-making.

AI solutions, such as MRI Agora Insights, can detect potential equipment failures before they happen, allowing FM teams to carry out proactive maintenance, reducing downtime and unexpected costs. By tracking energy consumption patterns, AI helps optimise usage, reducing waste and improving forecasting. On the reporting side, AI analyses large volumes of data, identifying trends that support better asset management and operational improvements.

The next step in AI’s evolution within FM is to move from automation into more advanced generative AI technologies. One example is AI-powered helpdesk chatbots. These tools can gather information, triage and log service requests automatically, allowing FM professionals to focus on high-priority issues.

“AI alone is not enough,” Broom cautions. “You still need a human in the loop – especially in FM, where context matters. An AI might be able to raise a flag or log a request, but it’s the human who decides what to do next. We see AI as a co-pilot, not the pilot.”

Laying the Foundations for AI: Data, Governance, and People

AI isn’t something FM businesses can simply “switch on” overnight. To unlock its full potential, organisations must first lay strong foundations in four key areas:

1. Prioritising end-user needs – AI must be designed to support FM professionals, addressing real challenges rather than introducing unnecessary complexity. Engaging with the people who will use the technology ensures successful adoption.

2. Ensuring governance and security – AI must be transparent, compliant, and free from bias. Organisations need to set up clear governance structures to maintain control, regulate AI outputs, and prevent unintended consequences.

3. Data readiness and accuracy – AI is only as good as the data it processes. FM businesses must standardise, cleanse, and integrate their data to ensure AI-driven insights are accurate, meaningful, and actionable.

4. Gradual adoption and scaling – AI should be implemented in phases, starting with targeted applications that deliver clear efficiency gains. Once businesses see measurable benefits, they can scale AI adoption based on proven success.

“Getting AI right means starting with the basics: clean data, clear governance, and listening to the people on the ground,” says Broom.

The Future of AI in FM: A Strategic, People-First Approach

AI is no longer a distant future for FM – it is here. But its success will depend on how well it integrates into real-world operations and enhances, rather than replaces, human expertise.

“At MRI, our approach to AI is grounded in trust and collaboration,” Broom explains. “Our AI solution, MRI Agora Insights is a result of this collaborative approach. We’re working hand-in-hand with some of the UK’s largest FM providers and public sector bodies to understand what works for them and lay the groundwork for AI-readiness, making sure it’s secure, sustainable, and aligned with operational goals.”

To find out more about MRI Software’s AI solutions and how they can help your organisation to break down data silos and enhance informed decision making, contact MRI Software today.

For more information visit www.mrisoftware.com/uk, email EMEASales@mrisoftware.com or call (0)20 3861 7100.

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