Exploring artificial intelligence role in improving service building engagement in sorting

•The paper explores the role of AI in sorting solid waste in service building.•The developed virtual assistant supports verbal and visual input from users.•The developed virtual assistant provides immediate directions based on policies.•The developed virtual assistant permits facility manger to track sorting behaviour.•Using a virtual assistant can increase occupants engagement in waste sorting plans. Waste management researchers have identified that the correct disposal of solid waste is better addressed upstream, where people properly sort their solid waste. Sorting solid waste is a practice that requires a behaviour friendly to sorting and willingness to continuously comply with waste management policies. However, the dynamic and ever-changing nature of service buildings’ users makes fostering such behaviour challenging, potentially jeopardizing solid waste sorting efforts. Therefore, in this paper, we explore the possible role of artificial intelligence in alleviating the cumbersome process of sorting solid waste, by developing a virtual assistant that interacts with tenants via verbal and visual inputs to provide them with waste management services and instructions. The virtual assistant utilizes Natural Language Processing and computer vision techniques to enable voice and image recognition functionalities and achieved accuracy levels of 85% and 88% for verbal and visual inputs, respectively. The present work can be a solid foundation to investigate further implementation of virtual assistants to support sustainability practices in Facility Management.