HARRISON, NY (September 25, 2025) – URC, a global leader in smart residential and commercial automation, today announced a major upgrade to its Virtual Assistant on the company’s website and Dealer Portal. This evolution combines the latest advances in artificial intelligence with URC’s proprietary knowledge base and installer workflows, reinforcing URC’s reputation as one of the most forward-thinking brands in the custom integration (CI) and CEDIA channel.
URC introduced the Virtual Assistant in 2024 as a 24/7 AI-powered tool to streamline access to technical information and support resources. Later that year, URC launched Phase 2, adding voice interaction that allowed dealers to query documentation hands-free while actively installing or troubleshooting systems. This early adoption of voice interaction in a professional support context distinguished URC from peers and set a new benchmark for dealer-focused tools.
The latest upgrade represents Phase 3 of URC’s AI roadmap. Powered by GPT-5, the Virtual Assistant now delivers clearer explanations, more natural dialogue, and highly accurate troubleshooting. It is designed with a knowledge-first approach: URC’s internal technical documentation is always prioritized, with fallback to GPT-5 for broader context when necessary. For the first time, users can also upload screenshots, images, and documents, allowing for precise and visual troubleshooting of system errors, programming issues, or interface settings.
Key Benefits for Dealers and Users
- Smarter Answers – GPT-5 delivers more accurate, conversational, and technically reliable responses.
- Knowledge-First Routing – URC’s proprietary knowledge base remains the primary source of truth.
- Upload Support – Dealers and users can upload screenshots, photos, and files to assist with real-time troubleshooting.
- Voice Activation – Carries forward Phase 2 functionality, enabling hands-free support on-site.
- Faster Resolutions – Reduces support escalations and improves installer efficiency.
- Dealer-Centric Design – Anchored in Accelerator workflows, Unified Modules, and common programming steps used daily.
Standing Out in the CI / CEDIA Landscape
The CI and CEDIA market includes established brands like Crestron, Control4, and Savant. While many competitors have invested in AI or digital support, URC’s Virtual Assistant now leads the category in several areas:
- GPT-5 Power – Competitors often rely on older AI models or simple scripted bots; URC is among the first to integrate GPT-5 in a CI dealer tool.
- Knowledge-First Architecture – URC prioritizes its proprietary technical library, reducing inaccurate or inconsistent responses common in other systems.
- Multimedia Uploads – Few CI peers offer direct AI analysis of screenshots and files; URC’s addition is unique.
- Voice Interaction – URC’s Phase 2 rollout of voice capabilities gave it an early edge in hands-free, field-ready support.
- Unified Ecosystem Alignment – Unlike generic bots, URC’s assistant is tied to Total Control®, Complete Control®, and Unified Modules, making its advice contextually relevant for installers.
URC Marketing Lead, Ron Pence, stated: “In 2024 we launched AI support, later that year we gave it a voice, and now in 2025 it’s smarter, faster, and visual. URC supports its dealers by building tools that make installs smoother and service more efficient. With GPT-5, file uploads, and knowledge-first answers, our Virtual Assistant is a practical, field-ready tool that saves time and delivers accuracy.”
Dealers have responded positively as the number of engagements have increased continually.
Dean, a long-time URC dealer commented, "on a busy install, every minute counts. The Virtual Assistant gives me fast answers without having to stop, dig through manuals, or call tech support. I can ask a question while programming or troubleshooting, get the response right away, and keep working. It’s like having a tech expert on-site with me, 24/7."
Additionally, Andreas Daglis of Integrity Sound (https://www.integritysound.com/) shared the following: "When I’m programming a client’s home, I need information quickly. Time is money. That kind of immediate access means I resolve issues faster, stay efficient on the job, and deliver a better experience for the homeowner."
The upgraded Virtual Assistant complements URC’s portfolio of advanced solutions, including the Total Control® automation platform, Complete Control® systems, and the growing library of Unified Modules for lighting, climate, locks, shades, and scenes. It also aligns with URC’s integration with major voice platforms such as Amazon Alexa, Google TV, and Comcast Xfinity, underscoring the company’s commitment to accessible, consistent, and scalable automation experiences.
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