SIA New Member Profile: Orion Intelligence

New Security Industry Association (SIA) member Orion Intelligence specializes in artificial intelligence-driven voicebot solutions for the security industry. The company is headquartered in Leuven, Belgium, and supports customers throughout the Americas, Europe and the United Kingdom.

SIA spoke with Soufiane Hamdaoui, chief revenue officer at Orion Intelligence, about the company, the security industry and working with SIA.

Tell us the story of your company.

Soufiane Hamdaoui: Orion was founded in 2020 by Thomas Van Durme and Jelle Van Gompel, two computer scientists specializing in artificial intelligence. Since 2017, they had been developing AI solutions for customer service organizations, helping businesses improve operational efficiency through conversational AI.

In 2022, Orion made the strategic decision to focus exclusively on the alarm monitoring industry. The team recognized that monitoring centers face a unique combination of high call volumes, repetitive workflows, strict service levels and ongoing staffing challenges, making them an ideal environment for purpose-built conversational AI.

Since then, Orion has dedicated its product development, integrations and industry expertise entirely to the alarm monitoring industry, working closely with monitoring centers and software providers to automate routine voice interactions while enabling operators to focus on critical events. Today, Orion is a bootstrapped company that has been profitable since its founding, with an exclusive focus on AI voice operators for alarm monitoring.

What solutions/services does your business offer in the security industry? And what makes your offerings/company unique?

SH: Orion develops AI voice operators for alarm monitoring centers. These AI operators automate repetitive, process-driven telephone interactions, including alarm handling, test calls, customer notifications and other predefined monitoring workflows. By automating routine interactions, monitoring centers can improve operational efficiency while allowing operators to focus on critical events that require human judgement. Orion delivers its solution as a fully managed service, enabling customers to adopt AI without the burden of managing or maintaining the underlying technology.

What makes Orion unique is not only its technology, but also its combination of operational expertise and industry specialization. Before entering the security industry, the team spent years helping customer service organizations improve service levels, operational performance and process efficiency through AI. Since 2022, Orion has focused exclusively on the alarm monitoring industry, combining that operational expertise with an active presence in the market and a deep understanding of monitoring center workflows. Rather than offering a generic voice AI platform, Orion develops AI voice operators specifically for the operational realities of alarm monitoring, with seamless integrations into leading central station automation platforms and experience working alongside some of the industry’s largest monitoring organizations.

What is something we might not know about your company—or something new you are doing in security?

SH: One aspect that often surprises people is that our primary development focus has never been making AI sound human. From the beginning, our priority has been reliability. AI voice operators must consistently follow predefined workflows, deliver predictable outcomes and fully respect each customer’s standard operating procedures. We have invested heavily in solving the practical challenges of deploying conversational AI in production environments, enabling monitoring centers to rely on Orion for business-critical interactions.

Building on that foundation, our current innovation focuses on making conversations increasingly natural and fluid while maintaining the same level of reliability and transparency. We believe callers should always know they are speaking with an AI voice operator, but the interaction should feel intuitive, efficient and professional.

What does SIA offer that is most important to you/your company, and what do you most hope to get out of your membership with SIA?

SH: As a member, we look forward to sharing knowledge, learning from industry peers and contributing to the responsible adoption of AI within the security industry. We believe organizations such as SIA play an important role in bringing together technology providers, monitoring centers and industry leaders to exchange ideas, establish best practices and help ensure emerging technologies deliver meaningful value for the industry as a whole.

The views and opinions expressed in guest posts and/or profiles are those of the authors or sources and do not necessarily reflect the official policy or position of the Security Industry Association.