In Part two of CBRE’s insights in to AI in facilities management, the company highlights that AI is transforming client services and improving workplace experiences by predicting occupier needs, enabling better personalisation, and streamlining everyday interactions.
Chatbots and virtual assistants are central to this shift. They can log reactive requests – from booking desks to adjusting temperatures – while analysing trends in user behaviour. This dual role, CBRE says not only improves responsiveness, but also shapes long-term enhancements in workplace experience.
AI is also modernising security systems, using facial recognition, access control, and video analytics to both improve safety and reduce friction at entry points. At the same time, smart sensors are delivering personalised comfort, automatically adjusting temperature, lighting, and air quality while reducing energy consumption.
Case study: space utilisation
CBRE’s Occupancy Planner tool is helping clients adapt workplaces to hybrid strategies. Powered by AI, it has already optimised seating for 94,000 people across 89,000 available seats at CBRE-operated sites, ensuring efficient and people-centred space use.
Through AI-driven tools, facilities managers can deliver faster, more personalised, and more comfortable workplace experiences – raising both client satisfaction and building performance.
AI is already reshaping workplace experience by making services more personalised, responsive and efficient. As adoption grows, the challenge will be balancing automation with a human touch, ensuring that technology enhances rather than replaces the client and occupier relationship.
