How will Artificial Intelligence (AI) play a role in the future of the fire & security industry?
As part of our focus on Customer Service, as part of National Customer Service Week (NCSW), today our Group Marketing Director, Niki Proctor, interviews Jason Gray, Innovation & Technical Solutions Director.
How will we leverage AI to improve Customer Experience (CX)?
Jason: Well, you can imagine from my job title that the introduction of Artificial Intelligence (AI) in the fire and security industry is something I think holds great promise for boosting Customer Experience and operational efficiency. Take the work we’re doing at Marlowe Fire and Security in the area of CCTV monitoring, for example. We’re already harnessing the power of AI to tackle various challenges in this area – including managing false alarms and reducing theft in retail settings.
With AI-powered CCTV systems, we’ve got the ability to analyse video feeds in real-time, meaning we can rapidly identify and respond to security threats, creating a safer environment for everyone and giving customers the ultimate peace of mind.
AI algorithms can also cut down on false alarms by distinguishing between genuine threats and everyday routine, non-threatening situations. To bring that to life, imagine a farm that requires boundary or perimeter security. You don’t want the alarm to be raised if a sheep is detected – but you do want the alarm raised in other circumstances. With AI we can set the parameters to identify specific threats and ignore moving objects that ‘should’ be there. That not only helps allocate resources more efficiently but also builds trust in our security systems.
How is AI positively impacting our customers?
Jason: Amongst our varied client base, we have many household name high street retailers and retail is a sector that’s suffered greatly over the past few years with thefts.
Just taking retail as an example, the latest research from the BRC reports that thefts have increased by 27% across ten of the largest cities in the UK, with some cities up nearly 70% – often as a result of more organised crime activity.
For our retail customers, that’s a major concern. But through our use of AI, we can step in and make a big difference. Imagine having smart surveillance systems that not only catch thieves but also help you understand how customers behave. That knowledge and intelligence can be a game-changer for optimising store layouts, ensuring better surveillance and reducing theft incidents. It’s like having a high-tech partner in crime prevention!
How will AI and technology shape the future?
Jason: Looking ahead, technology and the use of AI has the potential to deliver powerful data analytics that will enable tailored service provision – meeting the ever evolving demands of our customers who we know require more personalised, efficient and responsive services from their fire and security partner.
That’s not to say that the journey towards integrating AI doesn’t create challenges. AI presents both ethical and social challenges and they’re topics we’re not only mindful of, but discussing around the board room table. The talk around data privacy and consent is also paramount, given the intrusive nature of surveillance technologies, though AI is becoming more embraced within the sector and accepted by the general public.
How are we making steps to develop or embrace technology to solve customer problems but also improve customer service?
Jason: While we’re taking the initiative to pioneer AI technology – we’re also talking to our customers and consulting them about the use of AI and how that can help us all achieve our shared goals. Our goal extends beyond simply solving customer problems. We’re talking about raising the quality of customer service across the business but also strictly adhering to the legal and ethical standards that govern AI and data usage.
Ultimately, our vision is to find that the balance where we harness the advantages of AI while preserving the essential human touch required in delivering security and fire safety solutions. AI can’t deliver empathy in a crisis. Humans can. AI can’t make certain decisions in complex situations. Humans can. AI can’t offer emotional intelligence. Humans can. And anything related to privacy, consent and compliance can’t be trusted to AI. That’s where humans still have the advantage.
We’re on a mission to shape a future where AI complements – but doesn’t replace – human expertise, creating a safer environment for our families and businesses to thrive, and, at the same time, enhancing customer satisfaction.