Table of Contents
When we talk about AI in the fire industry, most people probably think of cool products and technologies.
And I’ll bet you — for most, it’s the product side that comes to mind first.
And let’s be clear: there’s nothing wrong with that. Over the last 12 months, I’ve seen some brilliant presentations at fire exhibitions across the UK and Europe — and I’ve been lucky enough to attend AI-focused sessions hosted by leading trade associations like Euralarm and the Fire Industry Association (FIA).
There’s some genuinely impressive work happening: from AI algorithms inside detection devices helping reduce false alarms to tools using AI to track compliance or predictive analytics. The list is already extensive — and it’s only going to grow.
But that’s not the point of this article.
My personal view is that AI is also starting to shape other parts of the fire industry — parts that don’t always get the spotlight. Areas that are often called customer experience:
- How we train our customers and users of our products and services
- How we support them in the field
- How we engage with them — consistently, clearly, and at scale
These are areas where AI is already having an impact — and where the opportunity is arguably just as exciting. We’ve traditionally focused more on the technology itself. But in my view, getting the most out of our products also depends on how well we support the people using them. That’s what this article is about — and why I think AI in CX is a conversation worth having.
From Products to People: Broadening the AI Conversation
It’s an exciting time. There are clearly some brilliant AI-powered products and services emerging in our industry — and I’m sure we’ll see even more innovation in the years to come.
But as we look ahead, I think it’s also worth asking: How can AI help us better support our customers?
Not just the ones buying the products — but the thousands of fire engineers, installers & maintainers working in the field. The people who live and breathe this industry every day. The people responsible for testing, maintaining, and staying compliant.
For me, it’s a shift in perspective: from just thinking about the technology, to thinking about the people using it.
And when we do that, I believe we’ll quickly spot areas where AI can help us do things better — whether that’s through training, support, or service delivery.
I don’t pretend to have all the answers — I really don’t! There will be some trial and error. Some learning along the way. But I’m convinced it’s a shift worth exploring — and one that could bring real value to the entire industry.
Making It Real: How AI Can Support the People Behind the Products
Many of us in the industry would agree: our products and services are evolving and delivering more value than ever. But at the same time, you could also say they’re becoming more complex.
Take our own experience at Detectortesters. With the launch of XTR2 and DT Connect, we’ve moved from purely hardware-based solutions to a connected IoT offering — with an app and a cloud-based portal.
That’s a big step forward. But it also means there’s more to explain, more to onboard, and more for our customers to take in.
And we’re not alone. Across the fire industry, more products now come with apps, cloud integrations, smart dashboards — which all require a new level of customer enablement.
In our case, products from Detectortesters are available in over 150 countries. That’s something we’re proud of. But let’s be honest — supporting that many customers, in that many languages, was something we could never realistically do before. With AI, that’s changed.
It’s no longer just about translating a manual into 1 or 2 languages. Over the last 12 months, we’ve seen AI make serious strides in producing training content, video explainers, and even voiceovers in local languages — and doing it quickly and affordably.
It’s not just possible. It’s happening now.
Another area where I see potential is support — especially when customers need answers fast.
We all know the feeling: something’s not working and you need help right now.
For a long time, AI chatbots had a bit of a bad reputation. But that’s changing. Conversational AI is improving, and I believe it will soon become accessible to companies like ours. Just imagine asking a question — out loud — and instantly getting the answer you need, without digging through a manual or waiting for an email reply.
That’s where search is heading, too. We’ll be hearing much more about things like AEO (Answer Engine Optimization), which is all about making sure people can find exactly what they need, the moment they need it. (That’s a topic I’ll come back to in a separate article soon.)
Then there’s personalised content. Not everyone needs the same kind of support. Yes, we work closely with service engineers — but we also get more questions now from risk assessors, building owners, and even facility managers. Their needs are different. AI can help us tailor what we share, and how we share it.
So no — I’m not suggesting this is all perfect. What we’re doing today might look modest compared to what’s possible for a global tech giant. But the principles are the same — and they apply across the industry.
If AI can help us support our customers better, faster, and more personally, then I think that’s a direction worth exploring.
Why This Matters for the Future of the Industry
Traditionally, the fire industry hasn’t really talked about technology in the context of customer experience. Our focus has rightly been on reliability, compliance, and performance — and those things will always matter.
But here’s the shift in my opinion: Our customers are experiencing AI every day — in their personal lives.
From chatbots in banking apps to voice assistants at home, they’re being served content, answers, and support in ways that are faster, smarter, and more personalised.
That shapes their expectations, even when it comes to highly technical, safety-critical products like ours.
So while CX might not be a conversation we’ve historically prioritised, I believe that’s going to change — not because the industry demands it, but because our customers do.
And that’s where AI becomes a huge opportunity.
An opportunity to:
- Serve customers more consistently
- Scale support and training globally
- Build stronger relationships and trust
- And ultimately, help them get the most out of the products we’ve worked so hard to develop
This isn’t about replacing human service or turning our industry into something it’s not. It’s about using the tools now available to do what we already care about — better.
Aliquam enim arcu ut. Vulputate pede nisi arcu ut nullam. Ac elit ut ullamcorper aenean dolor pede nec aliquam. Cum enim a. Ut dui phasellus cras. Vivamus pulvinar justo faucibus nec semper lorem nullam.
Ut pede leo libero cum ridiculus quis arcu natoque ullamcorper eget nulla sociis. Semper condimentum quam integer lorem. Amet ac dis semper eget a dictum ligula. Justo eu ut. Id ridiculus lorem ut amet dis orci tellus etiam aenean pellentesque. Ultricies dui vel ipsum eleifend dolor ante donec justo nullam.
It’s Time to Shift the Conversation
AI in fire safety is often talked about in terms of products — and rightly so.
The innovation we’re seeing is impressive. But that’s not the whole story.
There’s a growing opportunity — and arguably a growing need — to use AI in ways that also improve how we train, support, and engage with our customers.
Whether that’s through:
- More accessible multilingual training
- Smarter, faster self-service
- Or more personalised content for different types of users
…these aren’t futuristic ideas anymore. They’re real, they’re possible, and in some cases, they’re already happening.
This isn’t about turning away from product innovation.
It’s about recognising that great products are even more powerful when they’re supported by great experiences.
And that’s where I think we, as an industry, can do something special.
By broadening the conversation around AI — to include customer experience, not just technical specs — we make room for solutions that help everyone.
That’s the kind of innovation I want to be part of.
