Will AI replace the installer?
By Jon Vanstone, chair, Certass TA.
There is a great deal of conversation around artificial intelligence (AI) and the role it may play in reshaping traditional sectors like glazing and home improvement. One thing is certain, AI is not something on the horizon as it is already part of our daily operations.
Whether in customer service, compliance monitoring, or consumer expectations, AI is quietly transforming the way we work.
Across our industry, there remains a perception that AI is a futuristic tool designed for tech companies or multinational firms. The reality is quite different. Many small and medium-sized enterprises are already using AI in practical ways, often without even recognising it. A growing number of businesses now have chatbots on their websites that engage with customers around the clock. These systems are built from well-curated knowledge banks that align with regulations, meaning the information being delivered is both relevant and accurate.
Beyond this, in sectors such as renewables, AI usage has advanced even further. Tools are already in use that assess photographic evidence of installation work, providing guidance on technical accuracy and compliance with building regulations.
This technology is capable of identifying issues, suggesting solutions, and referencing applicable standards all without a human technician reviewing the image. It is only a matter of time before similar capabilities become standard in the glazing sector.
What is equally important to recognise is the growing use of AI by consumers. Individuals are using AI to draft complaints, research regulations, and challenge installers using language that appears well-informed. Often, this is powered by general internet content that may not be accurate or up to date. This trend presents a new challenge. Installers and business owners must be equipped to handle AI-generated claims that are not always grounded in fact. In some cases, these misinformed complaints result in unnecessary tension, with the professional on the receiving end needing to correct or explain complex regulations.
In this evolving landscape, there is significant value in ensuring that businesses have access to accurate, real-time information. Certification bodies, industry associations, and training providers must all play a role in supporting the sector as AI continues to influence customer behaviour and workplace practices.
Despite the rapid development of AI tools, there is no risk of replacing the role of the installer. Hands-on experience, problem solving, and human craftsmanship remain irreplaceable. Glass and glazing installation is not a task that can be automated with a few lines of code. However, AI is certainly reshaping how work is managed especially when it comes to quoting, record-keeping, technical guidance, and customer engagement.
This evolution should not be feared. AI offers many advantages to smaller businesses, allowing them to improve their responsiveness, streamline operations, and compete with larger players. Tools that assist with quoting, appointment scheduling, and even marketing are already available and accessible. By embracing these systems, local businesses can save time and improve their professional image, all while maintaining their core strengths.
At Certass, we are watching these developments closely. It is vital that the systems being adopted are built on credible, up-to-date information, particularly where regulations and technical guidance are concerned. Certification should remain at the heart of any professional practice and AI may support it, but cannot replace it.
In the wider home improvement market, AI is likely to accelerate as consumer expectations increase. People now expect faster answers, instant pricing, and clear explanations of technical processes. AI enables businesses to respond more efficiently, but that information must be rooted in professional oversight. Speed is only useful if the accuracy remains intact.
The glazing industry must focus on how AI can support quality rather than bypass it. By guiding the development of these tools, professionals can ensure they enhance, and not dilute, the high standards that homeowners rely upon. It is not just about keeping up with technological change, it is about shaping it so it continues to serve both tradespeople and customers fairly.
AI is not replacing competence, it is reinforcing the need for it. Those who succeed in the years ahead will be those who recognise the strengths of both skilled human labour and smart, supportive technology.
In a world where consumer expectations are rising fast, the ability to blend trust, professionalism, and timely service will be a clear differentiator. AI is simply one more tool and how we use it will determine how much benefit it brings.