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From hospitals and airports to stadiums and university campuses, organizations in the US lose on the order of $50 billion annually due to unplanned downtime in their facilities. This figure includes mechanical equipment failures in HVAC systems, outages, process disruptions, emergency repair costs, and downstream impact.
Consider the chain reaction triggered when a single air handler malfunctions in a hospital’s surgical wing. When Air Changes per Hour (ACH) drift out of spec, surgery cases must be postponed while technicians race to diagnose the issue. Or imagine a baggage conveyor motor failing at an airport during peak travel hours, setting off a cascade of delays that ripple through gates and airline schedules. In a stadium, a chiller failure on game day impacts concessions and fan safety.
At the root of many of these disruptions lies the same fundamental challenge. Systems become fragmented with siloed data, limited real-time visibility, and outdated maintenance practices. Often, organizations operate with manual processes and reactive responses. Operational AI offers new and innovative ways to solve this problem.
At the core of Willow is a real-time Knowledge Graph that unifies the physical and digital worlds, providing visibility into assets and their capabilities. Willow Skills and Insights continuously monitor telemetry from building systems, equipment, and IoT sensors to detect and predict issues early. This way, they can be remediated in time. Combined with AI-powered experiences, Willow helps teams plan proactively, respond faster, and resolve problems at the root cause.
Let’s walk through five practical ways in which Willow helps reduce unscheduled downtime across domains.
For many facilities teams, a disciplined, automated planning cadence is a key lever for reducing downtime. When teams begin each day with a shared plan, they stay ahead of risks and can spend more time on high-value work. The outcome is fewer failures that would otherwise surface during times of active usage.
With Willow, Facility Managers can automate daily agenda and plan generation. Willow Copilot assembles a fresh plan each morning based on open work, current risk signals from Skills, and critical areas to pay attention to. Teams can customize the out-of-box Daily Briefing or use it as is.
With Willow Copilot, organizations can track open work items and plan the week’s schedule. Willow provides a bi-directional sync with CMMS systems and maintains a work order history. Instead of digging through multiple systems, operators see a single, prioritized backlog. This makes it easy to see which items are overdue and what new issues have arrived with a balanced plan based on priorities.
Equipment repair is often just a part of the entire timeline of correcting downtime. Bigger delays are contributed by factors like incomplete context and ineffective fixes. By automating ticket generation, Willow gives technicians a head start with diagnostics. Admins in Willow can select Ticket Automation to specify specific Skills to auto-generate work orders for. With a bi-directional CMMS integration is in place, the ticket auto-created in Willow flows into the existing workflow with no delay.
Scenario Insights in Willow combine related Insights with a common root cause. This information gets included in the auto-generated work orders.
With details like probable root cause and recommended actions, technicians arrive with what they need to start.
Misdiagnosis is expensive. It extends outages, triggers repeat failures, wastes parts, and burns trust. Root cause clarity short-circuits this cycle, and AI-driven workflows allow teams fix the right thing the first time.
As field teams across domains experience knowledge loss with seasoned technicians retiring, Willow provides a path forward. Teams can curate their knowledge base along with manufacturer-provided O&M manuals. Leveraging AI, Willow Copilot supports field service teams in real time, allowing them to conversationally access information that might be otherwise buried deep inside manuals.
Tedious steps at the end of a repair, like documenting the issue so the resolution can be referenced for future incidents, is simplified with a generated solution.
With Willow Copilot Actions, this summary can be used to conversationally update the Cause and Solution fields and Close the work order.
Inspections often capture reality best through photos of corrosion, wear patterns, leaks, discoloration and belt fray. But images alone can become a bottleneck if they require later interpretation or follow-up documentation.
With Willow, these images can be uploaded for relevant assets as documents with AI-generated summary descriptions and they become instantaneously consumable in the platform.
Upload the inspection photo and Willow captures it as a twin in the Knowledge Graph with a clear description describing the problem and even compliance implications.
By removing interpretation friction from inspection images, teams move faster toward resolution. And as the dataset improves, early warning patterns become clearer, unlocking proactive maintenance and minimizing downtime.
A surprising amount of downtime in facilities comes from lag. A clinician notices a spill or a nurse logs a patient request to adjust comfort. But these notes can get lost and actioning them can get delayed as teams fall back to manual processes to notify facilities.
Willow eliminates this gap with Copilot Actions that can turn natural language into fully formed work orders.
When observations convert to action instantly, fewer issues slip through the cracks and response time is faster.
Hospitals, airports, and stadiums, all share a common objective of minimizing downtime in their facilities. Whether the goal is patient safety, passenger flow, or fan experience, operational continuity is nonnegotiable. Willow unifies systems and models relationships and dependencies across assets with the Knowledge Graph. Skills help monitor operations in real time and Ticket Automation simplifies key workflows. Willow Copilot delivers conversational experiences grounded in contextual intelligence. By identifying root causes and predicting failures, Willow transforms unscheduled downtime into a manageable and often preventable challenge.