Beyond Automation: How to Use Technology to Augment Your Team’s Expertise
The conversation around AI in the smart building industry is broken. It is dominated by a Silicon Valley narrative of “automation” and “disruption,” centered on a flawed premise: that the goal of technology is to replace human workers. This vision is not only unrealistic for the complex, physical world of facility management, but it also misses the true potential of AI.
The goal of AI shouldn’t be to replace your best people. It should be to clone their expertise.
The most powerful and effective use of technology in our industry lies not in automation, but in augmentation. We should be building tools that make our existing teams smarter, faster, and more effective by embedding the knowledge of our most experienced engineers directly into the daily workflow of every technician.
The Augmented Operator: A New Model for AI
An “Augmented Operator” is a technician or facility manager empowered by technology that acts as an expert partner, not a replacement. This “human-in-the-loop” approach recognizes that the combination of an experienced human and an intelligent tool is far more powerful than either one alone.
Instead of a “black box” that spits out commands, an augmentation-focused platform helps the operations team in three specific ways:
- It Eliminates Noise: The most valuable thing technology can do is give an overworked FM their time back. A smart system should act as an intelligent filter, automatically sifting through thousands of BMS alarms to eliminate the nuisance alerts and false positives. This ensures that when a technician does get an alert, they know it’s real, and it’s worth their attention.
- It Prioritizes Action: An augmented system doesn’t just tell you what is broken; it tells you why it matters. By automatically calculating the cost and comfort impact of every fault, the platform answers the most important question for any operator: “What should I fix right now?” This transforms a chaotic list of problems into a clear, prioritized work plan.
- It Provides Proof: One of the biggest challenges for FMs is holding contractors accountable. An augmentation tool gives them the specific, verifiable data they need to have evidence-based conversations. Instead of saying, “The tenant in 301 is complaining again,” they can say, “The data shows the VAV box serving this zone has been commanding 100% heat for 72 straight hours. Please investigate.”
Practical Application: How to Spot an Augmentation-Focused Tool
When evaluating a new “AI-powered” platform, how can you tell if it’s built for augmentation or just empty automation? Ask the vendor these three questions:
1. “Can you show me your rules engine?” A true augmentation tool isn’t a mysterious “black box.” It should have a transparent, auditable library of fault detection rules built on deep engineering principles. You should be able to see the logic that triggers a fault, not just the output. This transparency builds trust and allows your own experts to validate the system’s findings.
2. “How does your system integrate with our CMMS?” An automation-focused tool often tries to replace your existing workflows, forcing your team to adopt a new system. An augmentation-focused tool meets your team where they are. It should have robust, bi-directional integration with your existing CMMS, automatically generating detailed work orders and embedding its intelligence into the tools your team already uses every day.
3. “What kind of service and support is included?” A vendor selling “automation” often sells the software and walks away. A vendor focused on “augmentation” knows that the technology is only as good as the people using it. They will offer a service wrap that includes ongoing commissioning, user training, and regular check-ins to ensure your team is getting maximum value. They act as a partner, not just a provider.
The future of facility management isn’t about replacing the seasoned expert with a robot. It’s about empowering the entire team with tools that embody that expert’s knowledge.