How Keystone Security Trained Their Remote Monitoring Teams to Operate Smarter with AI
Keystone Security's 24/7 remote video monitoring teams handle massive real-time surveillance data. To improve efficiency without sacrificing vigilance, Magentic AI and the American School of AI built a custom AI upskilling program, equipping their monitoring staff to work smarter and faster.
Project Team
Remote security monitoring is an attention-intensive business. Keystone's value proposition is built on proactive surveillance, fast response, and actionable business intelligence for their clients. That means their teams need to be sharp, consistent, and efficient across every shift.
The upskilling challenges were specific to how Keystone operates:
- Monitoring staff were managing high alert volumes and incident documentation manually, with no AI assistance in their workflow despite clear opportunities to reduce repetitive effort.
- Operations managers were spending time on scheduling, reporting, and client communication that AI tools could support, freeing them for higher-value oversight responsibilities.
- Keystone's commitment to cost savings and efficiency for their clients meant there was internal pressure to find productivity gains without adding headcount.
- With a globally distributed monitoring operation, a scalable training format that did not require in-person attendance was essential.
We scoped Keystone's monitoring workflows, operations management processes, and client reporting structures before designing a single curriculum module. That scoping identified where AI tools would deliver the most meaningful efficiency gains without introducing risk into time-sensitive security operations.
Junior monitoring staff and analysts completed a self-paced course covering AI tools relevant to their shift-based, platform-driven work. Senior operations managers and team leads attended live webinar sessions, focused on AI for operational oversight, client intelligence reporting, and team management.
Curriculum areas included:
- AI tools for incident report writing and documentation efficiency
- Using AI to summarise and structure large volumes of monitoring data for client reporting
- Prompt engineering for security operations contexts
- AI for shift handover documentation and knowledge continuity
- Workflow automation between monitoring platforms and reporting systems
- AI in team management: scheduling assistance, performance tracking, and communication
- Responsible AI use in a security and surveillance context
The American School of AI co-defined the programme structure, goals, and milestones, with the managerial curriculum built around the specific demands of leading remote, distributed monitoring teams where operational consistency and client trust are the primary performance measures.
The programme launched with a scoping phase that involved direct input from Keystone's operations leads, ensuring the curriculum reflected real monitoring workflows rather than a generalised security services context. The self-paced format was designed around shift patterns so staff could complete modules between monitoring rotations without disrupting coverage.
Outcomes across Keystone's operations:
- Monitoring staff gained practical AI tools for the documentation and reporting tasks that consumed disproportionate time relative to their core surveillance responsibilities.
- Operations managers used the live webinar sessions to build a shared framework for AI adoption across their teams, creating consistency in how tools were selected and applied.
- Client reporting quality improved as AI-assisted summarisation and structuring tools reduced the time and effort required to produce clear, professional client intelligence reports.
- Keystone now has a scalable internal training resource that supports onboarding new monitoring staff into an AI-enabled workflow from day one.
24/7
operational continuity maintained throughout the programme
Full
workflow scoped
Two-track
delivery serving both frontline monitoring staff and senior operations managers
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