Part 1: How Integrators Are Navigating the Next Era of AI-Enabled Security
October 3, 2024 | By Rodney Bosch, Senior Editor
The 2024 SDM Systems Integrator of the Year excels at its three top priorities: employee & community connection; a customer approach with cutting-edge technology; and financial success that feeds directly back into the company and the communities it serves.
Artificial intelligence (AI) is reshaping the security industry, driving significant advancements in technologies like video surveillance, access control and video analytics. For systems integrators, the rapid pace of AI adoption presents both opportunities and challenges, from navigating complex implementations to addressing the high cost of these cutting-edge solutions.
The cover story of SDM’s November emagazine, presented as a two-part online series, examines the implications of the rapidly changing AI landscape. In this first installment, the focus is on identifying which technologies are most significantly impacted by AI. Insights from interviews with leading integrators offer a closer look at their experiences with AI integration, how it’s reshaping system design, and the ways they are using AI to enhance internal business efficiencies.
Next week, the second installment will continue by focusing on the practical steps integrators take to ensure effective AI implementation. To implement AI solutions effectively, security integrators must first evaluate their clients’ specific needs, aligning AI technologies with operational challenges to select solutions that deliver the most value and enhance both security and efficiency. Also, perspectives from manufacturers further illustrate how they support integrators in preparing for AI integration through comprehensive training programs and resources.
AI’s Significant Impact on Surveillance
While multiple security technologies are being disrupted by AI and its related subsets, video surveillance stands out as the most intensely impacted, according to sources interviewed for this story. Integrators are finding that AI’s advancements in real-time analytics and threat detection are driving significant changes in how these systems are designed and deployed, presenting both opportunities and challenges.
“AI is truly transforming the security landscape, and we’re seeing the biggest impact in video surveillance,” says Priya Serai, chief information officer, Zeus Fire and Security, Paoli, Pa. “Traditional systems that relied on manual monitoring are evolving into intelligent, proactive tools. With AI, video surveillance has shifted from just passively recording footage to real-time analysis — identifying suspicious behavior, detecting unusual patterns, and even predicting potential security breaches before they occur.”
Access control systems are also seeing significant transformation, explains Serai, who is featured on this month’s cover. AI-driven biometrics, facial recognition and smart access patterns make these systems not just more secure but more seamless for users.
“And we can’t forget intrusion detection — AI’s ability to differentiate between real threats and false alarms is helping teams focus on what matters and respond faster,” Serai continues. “At the end of the day, AI is all about converting data into actionable insights, and that’s what’s making these systems smarter, faster, and more effective than ever before.”
At Chimera Integrations in Syracuse, N.Y., the 2024 SDM Systems Integrator of the Year, video surveillance has experienced the most significant transformation due to AI, says Vice President Justin Stearns. He explains that AI’s ability to provide real-time threat detection and pattern recognition has greatly enhanced the effectiveness and adaptability of these systems.
“Intelligent surveillance is replacing card readers for access control, traditional IDs,” Stearns adds. “This is a guess, but I think surveillance equipment could potentially replace fire alarm systems in the not too distant future.”
Amir Shechter, executive director of innovation and technology at Convergint, Schaumberg, Ill., notes that while AI transformation in the security industry is still in its early stages, the landscape is evolving rapidly. He explains that AI’s performance, accuracy, scalability and use cases are steadily improving, not just in video applications — where object detection and classification generate metadata or alerts — but also across a range of emerging applications, including:
Access control systems, which prioritize dynamic data management, insights, authentication and workstream logic.
Smart sensors, such as light detection and ranging (LiDAR) and radar to classify, track and detect objects.
Orchestration software such as PSIM and PIAM to incorporate data insights, automatic report creation, language based queries, dynamic event standard operating procedures (SOPs), anomaly detection, smart recommendations, etc.
Moreover, Shechter explains, challenges such as labor shortages, regulatory demands (e.g., alarm verification), and the high costs of employing security guards are driving the demand for increased automation and cost control.
“These pressures present a significant opportunity for the market to introduce new capabilities and services that deliver real value to customers, such as AI-driven remote alarm monitoring,” he says. “Finally, the shift toward cloud-friendly architectures is enabling innovations that were previously constrained, facilitating and expanding the potential for new offerings.”
Prosegur, Deerfield Beach, Fla., is another systems integrator witnessing a surge in video surveillance offerings, as end users increasingly expect their existing systems to deliver more through advanced analytics. Mark Barbaric, senior vice president of technology integration at the company, notes that analytics once focused mainly on security features like cross-line detection, movement tracking, object left behind and suspicious behavior. Now, new analytics offer valuable business insights, such as customer wait times, spill detection, personal protective equipment (PPE) compliance, and facial recognition for access control — often using something as simple as a standard iPad camera.
“By enhancing existing video surveillance infrastructure with cameras that incorporate AI capabilities, many specialized IoT sensors are becoming redundant, streamlining design and maximizing the most use of the camera,” Barbaric explains, but adds, “This will not negate the need for special sensors in the near term; some use cases are very specific and require purpose-built devices.”
How AI Has Changed Systems Design
As AI continues to reshape the security landscape, security integrators are finding that the design and installation of various systems have been significantly influenced by these advancements. From modifying system architecture, to incorporating AI-driven analytics, to rethinking hardware configurations for better compatibility, the impact of AI is prompting new approaches. Integrators are adapting their methods to meet the demand for more intelligent, efficient and scalable solutions that leverage AI’s capabilities to deliver greater value for end users.
“AI has transformed system design and installation in the physical security industry, by going beyond traditional access control and video management solutions,” Shechter explains. “Its focus is on solving inefficiencies and offering new data insights. The design process begins by understanding the problem, defining objectives, and evaluating the data needed for informed decision-making.
Choosing the appropriate AI model is essential, followed by rigorous testing, validation and fine-tuning, Shechter says. To achieve peak performance, AI systems, like sensor placements, must be carefully integrated with hardware and software. Continuous monitoring and adjustments are necessary to ensure these systems evolve over time, delivering lasting value.
“AI solutions are not ‘set it and forget it’ applications,” Shechter adds. “They require ongoing attention, including a comprehensive approach that connects hardware, software, data, logic and integration. Once installed, the system must be continuously monitored and improved, ensuring that the AI model evolves with changing data and needs. This continuous cycle of refinement ensures that AI delivers sustained value over time.”
AI-based solutions have fundamentally transformed Chimera Integrations’ approach to system design, whether or not the planned installation includes advanced analytics or AI, explains Stearns.
“Historically we considered surveillance coverage from a forensic perspective,” he says. “What coverage does the client need to have supervision over their organizations areas of concern? Now the question is what problems are you having in your facility?”
For example, is PPE required and a concern for the end customer’s facility if not worn properly? Will automating the workflows associated with the supervision of PPE benefit the organization?
“We can now create proactive solutions that can stop something from happening,” Stearns says. “That is a complete change in our engineering principals.”
Stearns cites a specific use case example: A customer sought a glass-break system, self-monitored by security staff, for their offices with external windows. Instead, for half the cost, Chimera installed two 360-degree cameras with machine learning tied to PoE speakers outside the building. The integrator programmed line-crossing analytics, creating a 20-foot perimeter barrier. If crossed during specific hours, an automated message played, alerting security staff, who could then communicate with the intruder using two-way audio through the speakers.
“Cameras wouldn’t have been useful here prior to advancements in machine learning,” Stearns says. “The solution we went with will also alert on anomalies it detects in its environment.”
Barbaric explains that traditionally, Prosegur’s installation approach focused on designing security systems to protect people, property and reputation. The conversation has now evolved to consider how video cameras can serve multiple operational purposes beyond safety and security. Nowadays, discussions with end customers start by explaining the readily available analytics with current technology, then proceed to develop a proof-of-concept design that meets most customer expectations within a reasonable budget.
“Other analytics that may require additional or replacement hardware are then considered as optional, as the costs of supply and installation start to become more significant,” Barbaric says. “This strategic approach allows us to maximize the value of existing video surveillance in various business operations without a major capital cost upgrade to the end user.”
Serai emphasizes that AI is fundamentally transforming how Zeus designs and installs security systems, taking the company far beyond merely setting up cameras or access controls. Today, the integrator focuses on designing systems that are not only secure but also intelligent, scalable, and adaptable to evolving needs.
“Take video surveillance, for example. With AI-driven video analytics, camera placement is more strategic than ever,” she explains. “Instead of simply covering an area of concern for a customer, we also focus on key zones to leverage AI’s capabilities to detect behaviors, recognize faces or identify objects in real time. It’s all about placing cameras where they’ll generate the most valuable data for the customer and working closely with customer to ensure those insights are actionable and tailored to their environment. It’s smarter placement, not just more coverage.”
For access control systems, AI allows Zeus to integrate biometric authentication and pattern recognition seamlessly. This enhances security while making access more frictionless for users. Serai says the company is designing systems that can set access rules based on behavior patterns, providing a more responsive and user-friendly experience.
“We’re also exploring how to make installations more efficient and expect to have systems that automatically calibrate, learn their environment and self-optimize, leading to less manual intervention, more predictive maintenance and smarter updates based on actual usage,” she says.
Similar to other forward-thinking integrators, AI’s impact extends beyond security at Zeus. Serai describes how the company is leveraging operational analytics to unlock video data’s potential, offering insights into both security and business operations. From understanding customer flow in retail to optimizing warehouse processes, video intelligence is helping clients make better decisions.
“AI is pushing us to rethink security design,” she says. “It’s not just about hardware and coverage anymore; it’s about data, intelligence and delivering greater value that evolves with our customers’ needs.”
Internal Applications of AI by Integrators
As security integrators strive for operational excellence, many are turning to artificial intelligence (AI) to enhance internal processes and improve business efficiencies. By leveraging AI tools, these companies can streamline their operations, optimize resource allocation, and refine their sales strategies, ultimately leading to better customer service outcomes.
“One way we’re using AI to streamline operations at Pro-Vigil, and to benefit customers, is in forensic analysis,” says Satish Raj. “The monitoring we provide is done in real time. After the fact, we need to clearly articulate to customers that an incident has occurred, what happened, the action we took, and what was done to prevent crime.”
Pro-Vigil has begun adopting AI to streamline workflows, recognizing that as crime prevention increases, the process becomes increasingly labor-intensive.
An agent has to manually look through video and note various aspects,” Raj says. “AI is helping us define the relevant information and generate the documentation so customers can receive that analysis faster than ever before.”
Zeus Fire and Security is actively exploring and implementing AI internally across several areas, a process that Priya Serai describes as “a work in progress” as the company fine-tunes its approach. A primary focus for Zeus is on enhancing reporting and analytics. The company is beginning to implement AI for pricing and profitability analysis to gain deeper, real-time insights across its various business lines.
While it’s showing potential in helping us make quicker decisions around pricing and spotting trends, we’re still working on refining how we gather and use this data to make sure it truly drives value and helps us become more proactive,” Serai says.
Zeus is developing AI for accounts payable using optical character recognition (OCR) to automate invoice processing and enhance AP workflows. Initial results indicate a reduction in manual effort and improved accuracy, though further refinement of the AI’s data capture capabilities is needed. Looking ahead, scheduling is another potential use case, with plans to utilize AI for optimizing resource allocation, managing schedules, and prioritizing tasks based on productivity patterns. While still in the exploratory phase, there is significant potential for increased operational efficiency.
The integrator is also exploring ways AI can enhance customer support capabilities, particularly through a concept being developed called ZeusGPT. The idea is to use AI to provide more efficient, responsive support for customers, handling routine inquiries like troubleshooting, FAQs or scheduling service calls. The company is taking a cautious approach to implementing this AI-driven solution.
“We want to ensure it adds value without compromising accuracy or customer trust. One of the key challenges we’re mindful of is the potential for ‘hallucinations,’ where the AI might provide information that sounds correct but is actually inaccurate,” Serai explains. “To avoid this, we’re carefully training ZeusGPT, incorporating real-world scenarios, and setting up safeguards to ensure that responses are reliable, transparent, and focused on what’s most helpful to the customer.”
Justin Stearns of Chimera Integrations cites a number of ways that AI is currently enhancing the company’s internal processes. These include:
Finance modeling through API integration of Google Sheets and ChatGPT.
Email draft and editing support with the API integration into employees’ inboxes.
Specifically trained models for tech support, engineering support and estimating support for internal use.
Mentorship models that offer feedback on meeting transcriptions as well as summaries and actionables.
Sales support models to understand the application of technology in the specific industry the company is currently working with.
“We’re also using AI in expense reporting for all of our company’s expenses including credit card purchases and vendor invoices,” Stearns says. “This saves our organization probably 40 hours a week in data entry, while also reducing human error and giving us better oversight for fraud and other costly clerical mistakes.”
Prosegur has implemented AI tools for video analytics in its security operations center (SOC). The use of this software has greatly reduced remote guarding hours needed to live-check video as well as finding video post-mortem, explains Mark Barbaric. “We have also started to explore AI for scheduling of technicians to improve service delivery efficiency and route guidance,” he says.
In addition to these AI enhancement, Prosegur’s internal messaging software improves the team’s ability to respond to internal and external stakeholders in a timely manner, prompting colleagues with reminders for perceived tasks left unaddressed.
“It can automatically transcribe notes from verbal meetings and integrates to our task-management software for follow up,” Barbaric adds.
This transition helps to connect the discussion of AI tools in the SOC with the internal messaging software, showing a broader scope of AI integration within Prosegur.
Convergint has integrated automation and data management tools internally to streamline operations and enhance customer service. By leveraging AI, the company can extract valuable insights from various workstreams, enabling better decision-making and automating manual processes for faster, more consistent results, explains Amir Shechter. AI tools help improve KPIs, provide customers with visibility into their data, and assist in predictive financial modeling and issue identification.
“From our perspective, AI-driven improvements include remote services that reduce the need for on-site visits, real-time dashboards for tracking KPIs and system status, and automation of design tools and asset tracking,” Shechter says. “These tools also enhance quality assurance, system commissioning and lifecycle management.”
In addition, for Convergint customer service colleagues, AI-powered chat options, self-service features and help desk automation have made support more responsive and accessible.
“Ultimately, AI has helped improve both internal processes and the customer journey, simplifying workflows and delivering real-time, actionable data,” Shechter adds.
