A firm that has guarded Melbourne for 17+ years put an AI teammate on inquiry duty — day and night.
The business
Metro Guards is a licensed security company based in Melbourne, Australia. For more than 17 years it has protected people, property and assets across Melbourne and Victoria — static security officers for residential and commercial sites, mobile patrols, event security and crowd control. It is an industry that runs around the clock: nights, weekends and public holidays are the busiest shifts, not the quietest.
The problem
Security work happens on-site, not at a desk. The people who know the answers — coverage, licensing, whether a patrol can start this week — are out running shifts when inquiries land. And inquiries in this industry don’t keep office hours: a venue sorting crowd control for the weekend, a builder who needs a site guarded from tomorrow, a body corporate comparing patrol options at 9pm. When the response waits until someone is back at a desk, the job often goes to the next firm on the list.
What they deployed
Simon, NeoMind’s customer-facing AI teammate, now runs on metroguards.com.au. His Brain is trained on Metro Guards’ services, coverage areas and licensing — so he answers questions about guard services, patrols and event security with grounded, accurate responses, captures the inquirer’s details, and routes real jobs to the team. When a conversation needs a human judgement — an unusual risk profile, a formal quotation — Simon escalates rather than guesses. He can share indicative hourly rates, but he never issues a formal quote or commits to a roster on Metro Guards’ behalf.
Next on the roster is Maeve, NeoMind’s AI receptionist. Metro Guards has provisioned a dedicated Australian phone line for her, and she is being brought onto phone duty alongside the company’s existing 1300 number — so callers get answered even when every guard is on a shift.
Live today
Simon went live on metroguards.com.au in August 2026, answering service inquiries around the clock. Maeve’s dedicated line is provisioned as part of an extended pilot, with phone duty rolling out next.
Why it works
One Brain, trained once on the business, answers every inquiry consistently — at 2am on a Saturday exactly as at 2pm on a Tuesday. And the same knowledge that answers on the website is what will answer the phone: for a company whose whole promise is being on duty when it matters, the front door now keeps the same hours as the guards.
This is a deployment story. Before/after results — measured from an instrumented baseline — are added once they’re cleared, never invented.