Commercial Integrator + Security Sales Nov/Dec 2023 - 80

SSI
HOME AUTOMATION
its knowledge base and its conversational
style.
Most dealers are not yet marketing AI
as a highlight of their solutions. Just 15%
report highlighting AI in their customer
messaging, whereas more than twice that
percentage are concerned that AI confuses
or scares their customers.
But, behind the scenes, 78% of dealers
say AI is impacting their business. Nearly
one-third report that AI reduces false
alarms, while 28% rely on AI-powered insights
to better understand how customers
are using their systems and devices.
This type of insight assumes a modern,
connected, interactive system in which
usage data flows easily and users trust
their security provider to access and
protect that data responsibly.
The average security
dealer is not yet
prepared to embrace
two potentially
disruptive forces in
the security market:
the Matter standard
and AI.
The average security dealer is not yet
Summary
Security dealers face a challenging landscape
that presents a depressed housing
market; high inflation, limiting consumer
spending; and nimble competitors.
Dealers embrace smart-home devices to
differentiate their system tiers and drive
both hardware sales and recurring service
revenues.
prepared to embrace two potentially
disruptive forces in the security market:
the Matter standard and AI. Matter
promises to make technical installations
far easier; accordingly, dealers would
benefit from educating their staff on
new onboarding methods for Matter-enabled
devices.
With AI, the smart security market is
TOP FIVE IMPACTS OF AI ON SECURITY DEALERS
32% Reduces False Alarms
28%
27%
24%
Provides Insights on How Customers
are Using our Systems and Devices
Flags Issues for Technical Support
Uses Generative AI Tools like ChatGPT to
Improve Messaging and Communication
19% Powers Chatbots for Online Sales Questions
AMONG ALL SECURITY DEALERS SURVEYED, N=74, ±11.39% | " Q510. HOW DOES ARTIFICIAL INTELLIGENCE (AI)
IMPACT YOUR BUSINESS TODAY? " | SOURCE: SECURITY DEALER SURVEY 2023
The smart security market is about to
become even more intelligent, which
could be a boon for security dealers.
about to become even more intelligent,
which could be a boon for security dealers
whose firms can capitalize on home
automation. Finally, it might be possible
to create an experience that feels like an
intuitive, helpful and coordinated smart
and secure home. SSI
JENNIFER KENT is the vice president of
research for Parks Associates.
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Commercial Integrator + Security Sales Nov/Dec 2023

Table of Contents for the Digital Edition of Commercial Integrator + Security Sales Nov/Dec 2023

Commercial Integrator + Security Sales Nov/Dec 2023 - Bellyband1
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Commercial Integrator + Security Sales Nov/Dec 2023 - Cover1
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