Abstract
Occupant feedback for facility maintenance management (FMM) is crucial since reactive maintenance relies heavily on the user's inputs and interactions. However, the traditional reporting system lacks location-specific user feedback and timely bi-directional communication offered by, for example, automated chatbots. It results in delays in solving user-concerned issues and discourages occupants from using the traditional reporting system. A social media-based mobile application with location sharing capabilities and automated data processing via natural language processing could enhance the current system's functionality. Also, training the chatbot to identify the issue automatically and speed issuing a new work order offers the potential to solve the problem. This research implements NLP to automate responses to the end-user in human-like language that improves the communication in the facility management.