The future of facility services: How AI and human expertise are transforming the industry together

*Originally published in the Silicon Valley Business Journal on March 28, 2025

For decades, the facility services industry has been viewed as a traditional, labor-intensive sector, one that relies more on people than on technology. But that perception is changing fast. Artificial intelligence (AI) is no longer a futuristic concept for facility management; it’s already reshaping the way we operate, optimize and deliver results. The reality is clear: facility services companies that embrace AI-driven solutions will gain a competitive edge, while those that hesitate will find themselves playing catch-up in an industry that won’t wait.

At CCS Facility Services, we’re not waiting. We see AI as a force multiplier, enhancing — not replacing — the human expertise that defines exceptional facility care. The question is no longer if AI will impact this industry; it’s how fast companies will adapt to stay ahead.

“AI is giving facility services companies an opportunity to redefine what exceptional service looks like,” says Troy Coker, CEO of CCS Facility Services. “It’s not just about automation — it’s about using real-time intelligence to create smarter, safer and more proactive service delivery.”

The real transformation is happening behind the scenes, where AI-powered predictive intelligence, workforce analytics and data-driven decision-making are revolutionizing how businesses manage their facilities.

Take workforce deployment, for example. In an industry where efficiency and responsiveness are critical, AI helps us predict demand, optimize scheduling and ensure teams are deployed where they’re needed most — before a client even picks up the phone. And then, by analyzing real-time occupancy data, we can tailor cleaning schedules to actual building usage, maximizing productivity while reducing unnecessary costs.

The pandemic accelerated many of these shifts. Health and safety went from background concerns to business imperatives. New methods and technology, such as electrostatic disinfection, indoor air quality monitoring (IAQ), and Ultraviolet C (UVC) sanitation technology, emerged as essential tools in the company’s risk management strategy. Now, AI is rising to the forefront and bringing very high expectations. Customers now demand data-backed, transparent, measurable, and scalable efficiency, and AI makes that possible.

“Our clients today aren’t just looking for clean buildings, they’re looking for efficiency and improved performance,” Coker explains. “AI allows us to deliver a higher level of accountability and transparency, ensuring that facility services go beyond routine tasks to become a strategic business function.”

One of the most persistent misconceptions about AI is that it will replace human jobs. The reality is quite the opposite. “In facility services, people remain the backbone of quality service, and AI is simply enhancing their ability to perform at the highest level,” says Coker.

AI enables frontline teams to work smarter, not harder. It provides translation apps to improve communication among diverse workforces, algorithms to enhance professional communication, and smart safety tracking tools to reduce workplace incidents. AI doesn’t eliminate human oversight — it improves accountability, safety, training and overall operational excellence, ensuring our teams are equipped with the best tools to succeed.

Some may see facility services as a conventional industry that is slow to change, but we know that innovation is the key to progress. Companies that leverage AI and advanced analytics will shape the future while those that hesitate risk losing their competitive edge.

The industry of facility services is evolving into a data-driven business function that plays a crucial role in corporate efficiency, sustainability and safety. AI is no longer just an advantage; it’s becoming the industry standard. Companies that cling to legacy methods will struggle to meet rising customer expectations, while those that invest in AI and workforce intelligence will define the future of this sector.

At CCS Facility Services, we believe in leading the change, not following it. We’re integrating AI solutions into our operations, acquisitions, and long-term strategy — because we know that the facility services industry is not just about servicing buildings; it’s about creating smarter, safer, and more efficient workplaces.

The message is simple: embracing AI isn’t about replacing people — it’s about unlocking their full potential.

Looking for a reliable janitorial partner that stands out with exceptional communication, consistent staffing, and superior quality? CCS Facility Services delivers tailored solutions that ensure a spotless environment and a lasting impression for your business. Experience a smarter, more efficient approach to facility services — partner with us today.