Frontline friend

Ricky Majer CTO, SBFM outlines how AI can revolutionise the day-to-day opportunities for frontline colleagues by updating tricky admin trails and long-winded communication tactics that have plagued the industry

AI is the latest tech advancement that has dominated business conversations for years now, and it’s not letting up any time soon. Though FM has largely moved away from analogue systems like time sheets and clock-ins to geofencing and GPS tracking, the industry often lags behind in tech integration.

AI’s engineering applications are apparent in the world of asset maintenance, offering predictive and in-depth data analytics. But in the people-focused side of FM, applications are less commonplace.

AI can revolutionise the communication tools available to frontline colleagues. Employee-optimised applications, for example, can make processes more efficient and fail-safe for cleaning operatives.

SIMPLIFYING COMMUNICATIONS

Frontline and mobile workers are often the hardest people to reach in FM. Last-minute shifts often involve a long-winded process of manager calls and back-and-forth communication. Colleagues use WhatsApp to rearrange shifts, and verify work hours, but AI-powered apps can completely overhaul this process.

Frontline colleague’s job titles don’t have “technology consultants” in the name, and that’s for good reason.

Organisations need to meet cleaning operatives where they are at – which means developing user-friendly applications for mobile use that require minimal to no training – think Instagram or Deliveroo.

AI can power the “uberisation” of shifts. A simple interface in a similar structure to Uber lets employees select shifts in their area, elevating earning potential and reduce the time managers spend filling vacancies. This integration benefits operatives, service providers, and means that clients always have their shifts covered.

FM’s highly multilingual workforce can hugely benefit from built-in AI text translation functionality in these tools. Operatives can communicate in their native language in real time, giving non-English speakers the confidence to request shifts and discuss concerns directly with managers.

PROOF OF PRESENCE

The geofencing and tracking of employee-accessible apps are a helpful innovation of the last few years, but these tools aren’t always optimal for the spaces operatives work in.

For example, if cleaning underground, or in dense city spaces with tall buildings, employees are less likely to have a working GPS signal. If it is the only mechanism proving an employee is attending their shift, they may not have the required proof of presence, which leads to yet another endless admin trail.

Employee-optimised applications can use GPS tracking and geofencing with secondary mechanisms to verify their location even without signal. Since some operatives will not have state-of-the-art smartphones, a dedicated attendance clock-in URL can also ensure that no matter the device, they can still clock in.

These apps could also operate with an in-person buddy system, so colleagues without the right tech to hand can be paired with somebody else with a mobile. That way, photo evidence that they are attending a shift can be submitted for proof of presence. All employees should need to do is turn up – the rest needs to be simple.

FASTER FEEDBACK

Once operatives are working their shifts, careful AI integration can make their jobs even easier. Previously, reporting issues like warehouse spillages required multiple steps through helpdesks and management layers before resolution.

An AI-powered communication platform can cut out the lengthy process. If a spillage is detected, it can be logged directly through the platform, and if in the approved workflow, the operative can be notified directly to their smartphone to address it. A chat function also allows for back-and-forth conversations, so operatives can ask follow-up questions, or raise concerns directly.

That not only hugely speeds up an otherwise long-winded process, but it also creates a highly accurate audit trail to evidence all task management.

OPTIMISED SPACE MAPPING

AI can play a crucial role in footfall detection and optimised space mapping. Sensors can detect movement patterns and provide analytics on high-traffic areas, helping operatives prioritise their work.

These sensors could detect movement and even heat to create a visual map. When usage spikes, it can trigger an operative to attend a space. This then informs how frequently changing rooms or carpets in high-footfall areas need to be attended.

These insights are valuable for clients too. For example, a retailer could better understand customer journeys to inform how they redeploy their focus and resources.

THE AI REVOLUTION IS HERE

FM needs people on the ground, but AI-enhanced technology can transform how everyone is connected. It allows us to collect data, analyse and produce insight faster than ever before. Equipping frontline cleaning operatives with AI-optimised applications allows them to contact one another, their managers, and even their clients with increased efficiency.

“Uberised” interfaces simplify user experiences and allow operatives to focus on their roles and client experience. These applications need to add value to a cleaning operative’s working day, not create more complications.