From Buzzwords to Business Impact: AI’s Role in Facilities Management with Rigvi Chevala, CPTO at ServiceChannel

Rigvi breaks down what truly useful AI looks like, grounded in outcomes like spend optimization, revenue protection, and predictive maintenance, not just convenience features or marketing buzz. He also makes the case that AI won't replace FM professionals, it will finally let them do the job they were always meant to do.

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today's episode, we talk with Rigvi Chevala, Chief Product and Technology Officer at ServiceChannel. With over 20 years in B2B SaaS across industries ranging from local marketing to trucking to real estate, Rigvi brings a uniquely cross-industry lens to the challenges and opportunities facing facilities management today.

Guest Bio:
Rigvi is an experienced management executive with strong leadership skills and over 20 years of experience in software and product development and has led multiple product lines with >$200M in ARR. He manages and and executes product roadmaps and organizational strategy with experience in evolving B2B SaaS products and reusable digital platforms.

TIMESTAMPS:

00:52 - About ServiceChannel

04:19 - What surprised Rigvi about facilities

08:47 - Key unsolved challenges in the industry

11:37 - Defining useful AI vs. marketing noise

15:08 - Breaking down AI types (generative, agentic, computer vision)

28:33 - Why 90% of AI initiatives fail

33:54 - Will AI replace FM roles?

39:37 - Advice for leaders evaluating AI tools

SPONSOR:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

LINKS:

• Connect with Rigvi on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

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