AI and the future for glazing installers

Jon Vanstone, Chair of Certass, discusses the implementation of Artificial Intelligence (AI) in the glazing sector.

Artificial intelligence (AI) is no longer a distant concept for the glazing sector. It is already influencing how we operate, interact with customers, and manage our businesses.

While some may worry that AI could eventually replace the installer, the reality is far more nuanced. Human craftsmanship and professional competence remain irreplaceable. However, AI is reshaping many of the processes that support the installer’s role, from quoting and compliance to customer engagement and marketing.

Across the industry, many small and medium-sized businesses are already using AI-powered tools, often without realising it. Chatbots on websites now handle initial customer enquiries 24/7, offering rapid responses built on carefully curated knowledge banks aligned to industry standards. In other areas, AI is already reviewing photographic evidence of installations, assessing technical accuracy and compliance with building regulations. These advances offer a glimpse into what is possible for the glazing market.

Consumers are also embracing AI to an unprecedented degree. Homeowners are using AI tools to draft complaints, research regulations, and challenge installers—often presenting arguments that sound well-informed but may be based on inaccurate or outdated data. This creates new challenges for installers, that can sometimes lead to misunderstandings or conflicts.

As these trends accelerate, the importance of trustworthy, real-time information becomes clear. Certification bodies, industry associations, and training providers all have a responsibility to support glazing businesses as they adapt to this new landscape. AI may help deliver speed and efficiency, but human oversight remains essential to ensure the information provided is accurate and aligns with current regulations.

Far from being a threat, AI presents opportunities for installers, particularly smaller businesses. Tools that automate quoting, appointment scheduling, record-keeping, and even marketing allow SMEs to streamline their operations and enhance their professional image. Used correctly, AI can help local businesses save time, respond faster to customer expectations, and compete more effectively with larger companies.

At Certass, we are actively monitoring these developments. It is critical that the AI systems used within our sector are built on credible, up-to-date data, particularly where compliance and building standards are concerned. Compliance must remain the foundation of professional practice. AI can support that practice, but it cannot replace it.

Looking ahead, AI is likely to accelerate as consumer expectations continue to grow. Today’s homeowners demand quick responses, transparent pricing, and clear explanations of technical processes. AI can help meet these expectations—but only when integrated responsibly into business practices that maintain professionalism, quality, and trust.

AI will not replace competence; it will highlight the need for it. The businesses that thrive will be those that blend human skill and judgement with smart, supportive technology. Consumer confidence is more important than ever, the ability to combine trust, craftsmanship, and timely service will set successful glazing businesses apart.

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