MIA helps with routine enquiries and connects you to the right department when you call our monitoring station. Our team remains available whenever you need assistance from a person.

What is MIA?

MIA is K-SOC’s AI Virtual Phone Agent. She assists customers, engineers and other callers with common enquiries and tasks, helping you get the support you need quickly and efficiently.

What can MIA help with?

  • System testing: Requests relating to testing fire alarms, intruder alarms, CCTV and other monitored systems.
  • Alarm information: Enquiries about alarms or events received by our monitoring station.
  • System status: Information about whether a monitored system is armed or disarmed, where this information is available.
  • Call routing: Identifying the reason for your call and connecting you to the appropriate department.
  • Business and service enquiries: Questions about K-SOC, our services and the tasks MIA can help with.

How do I speak to MIA?

Simply explain what you need in your own words. You don’t need technical knowledge, special commands or experience with AI. You can say things like “I’m calling to test a fire alarm” or “I have a question about an alarm.”

What if I would rather speak to a person?

That’s absolutely fine. Tell MIA you would like to speak to a member of our team and briefly explain what your call is about. She will connect you to the appropriate department.

You do not need to try to resolve your enquiry with MIA first.

What happens if MIA cannot help or misunderstands me?

You can explain your request again in a different way or ask to speak to a person. If MIA cannot complete your request, she will connect you to the department you need.

[Flowchart link placeholder: How MIA connects you to the right department]

Is MIA replacing your monitoring station operators?

No. MIA supports our monitoring station teams. Our operators continue to provide the expertise and judgement needed to handle matters requiring human attention, while MIA helps with routine enquiries and call routing.

Why has K-SOC introduced MIA?

MIA helps us handle routine calls more efficiently and connect you to the right support more quickly. This allows our monitoring teams to focus their attention where their expertise is needed most.

Where can I see how the call process works?

Our visual guides explain what happens when you call, how MIA can assist and how you can reach a member of our team.

[Flowchart link placeholder: What to expect when you call K-SOC]

How can I give feedback?

We welcome your feedback, including anything that would make calling us easier or more comfortable. To share your experience or suggest improvements, please email [email protected].