KEN KIRSCHENBAUM, ESQ
ALARM - SECURITY INDUSTRY LEGAL EMAIL NEWSLETTER / THE ALARM EXCHANGE
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AI uses in alarm monitoring
October 30, 2026
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Private meetings at ISC EAST - SEVERAL SPOTS LEFT - CALL NOW FOR MEETING TIME
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To arrange a private meeting with K&K and staff at ISC East on November 4 or 5 please contact Kathleen Lampert at 516 747 6700 x 319 or KLampert@Kirschenbaumesq.com or Stacy Spector,Esq at 516 747 6700 x 304 or SSpector@Kirschenbaumesq.com. We are planning half hour appointments between 10:30 and 3:30 on November 4 and 5. If you think you need more time let us know. We look forward to seeing you at ISC; meetings will be outside the hall at the food court area.
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IT’S PARTY TIME - SAVE THE DATES - Two parties
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The annual K&K party in New York will be on December 1, 2026 in Old Westbury, NY.
This year we are also starting what we hope will become tradition, a holiday party in Boca Raton, Florida, which will be on December 10, 2026.
To RSVP for either party notify Kathleen Lampert at 516 747 6700 x 319 or KLampert@Kirschenbaumesq.com, or Stacy Spector, Esq at 516 747 6700 x 304 or SSpector@Kirschenbaumesq.com. RSVP only if coming and let us know if you will be bringing someone with you.
Be sure to RSVP asap so we can plan, and a gate pass will be sent for the Florida party. Parties will be 6:30 to 9:30 pm, casual dress. Hope to see all of you at one or both parties.
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AI uses in alarm monitoring
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Ken;
AI is quickly changing the way alarms are handled in monitoring centers. We’re using the technology to answer alarms and triage calls giving faster response times and a better customer experience. But there are nuances that human monitoring agents pick up on that AI, at this point in time, doesn’t. i.e. The PERS customer that says everything is OK but is out of breath or has a tremble in her voice. A live operator picking up on something that is just not right may ask follow up questions or call and notify a family member out of an excess of caution.
Is AI asking Mrs. Jones do you need help, ... did I understand that you that you don’t need help, enough to meet the standard of professional monitoring? Has there been any legal precedent either way?
Mark S. Fischer
Systems Support Specialists
mfischer@systemssupportspecialists.com
516-384-6064
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Response
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Anyone who has called almost anywhere and gotten lost in an infuriating “conversation” with AI will certainly relate to Mark’s comment. AI, at what I’ve been exposed to, does not mimic human responses, although some do disconnect when it hears profanity, just like a live operator supposedly trained in customer relations.
The monitoring industry has definitely not arrived at a point where the standard of care if what AI is capable of achieving. Human response, expected to be trained and experienced, is expected.
AI is of course not just on the horizon, it has arrived and it is part of the monitoring process. if you don’t think so then think of the third party monitoring services that receive the signal and then transmit to the central station. If these third party monitoring companies were simply transmitting every signal then we aren’t dealing with AI. But once the third party monitoring service adds AI features designed to weed out false alarms or whatever criteria it’s looking for, AI has been inserted into the process. We have that now.
Which central station will be the one to replace live operators with AI remains to be seen, and I don’t think we are going to see it for quite some time. That is more likely than a robot dispatched to a subscriber location to repair the system on site.
From a legal perspective the use of AI, with all it’s advantages and all it’s disadvantages, and particulary what may be perceived as deteriation of service compared to live operators, will satisfy “legal” requirements as long as that level of service is desccribed in the contract and agreed to. Whether the regulating laboratories will come around and address and approve the AI standard also remains to be seen, but even the laboratories have evolved with the times.
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STANDARD FORMS Alarm / Security / Fire and related Agreements. click here: www.alarmcontracts.com
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CONCIERGE LAWYER SERVICE PROGRAM FOR THE ALARM INDUSTRY - You can check out the program and sign up here: https://www.kirschenbaumesq.com/page/concierge or contact our Program Coordinator Stacy Spector, Esq at 516 747 6700 x 304.
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Ken Kirschenbaum,Esq
Kirschenbaum & Kirschenbaum PC
Attorneys at Law
200 Garden City Plaza
Garden City, NY 11530
516 747 6700 x 301
ken@kirschenbaumesq.com
www.KirschenbaumEsq.com
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