As the use of artificial intelligence becomes more prevalent across industries, mail operations face new opportunities and challenges. Considering the ethical, legal, and operational impact of AI adoption is essential for print and mail providers, where protecting sensitive customer information is part of daily operations. AI certainly offers many benefits, from improving address hygiene to automating quality control and flagging anomalies in production, making it possible to streamline tasks and enhance accuracy. However, as AI's role grows in the print and mail workflow, so do the associated risks, especially those regarding security and privacy.
Security Concerns
Cyber threats have become more sophisticated alongside AI. Phishing and smishing attacks now use AI-generated content that mimics real customer messages, putting call center scripts, return mail communications and other customer touchpoints at risk. This raises the stakes for mailers who routinely manage protected information, such as account numbers, social security numbers, medical data, and more.
Add to that the impact of deepfake fraud, where AI-generated voices or images could be used to impersonate authorized senders or forge document requests. This poses grave concern in environments where identity verification and document integrity are paramount. The potential for manipulated documents is prevalent for mailrooms producing checks, notices or official correspondence.
AI thrives on data, so proper oversight is imperative to prevent data exposure by employees feeding names, addresses, and payment information into AI models. Mailing operations, particularly those serving regulated industries like healthcare, insurance, or finance, must prioritize securing this data across every touchpoint, from data ingestion to print production and mail delivery.
Transparency Builds Trust
Trust remains central to customer communications. Print and mail operations must be transparent about how AI is used in document workflows, whether in the composition, routing or tracking stages. Assembling a cross functional team to create a company AI policy should be at the top of the list for every organization regardless of size or industry.
Establishing clear guidelines for how AI should be used across your organization creates a framework for harnessing its benefits responsibly. If you don’t yet have an AI policy in place, here are six reasons why it’s essential to develop one now:
1.Ethical guidelines and bias mitigation
AI systems can reinforce biases and result in discriminatory practices without careful management. A policy for AI use can establish guidelines for ethical AI development and application, promoting fairness, transparency, and inclusiveness in decision-making processes.
2.Data privacy and security adherence
Without adequate oversight, AI usage, which depends heavily on data that often includes sensitive information about customers and employees, poses the risk of data breaches or violations of privacy laws like GDPR, CCPA, or other specific industry regulations.
3.Accountability and human oversight
While AI is powerful, it is not without flaws. Mistakes in AI decision-making can have serious repercussions, ranging from financial losses to damage to reputation. A policy for AI use should include accountability measures and requirements for human oversight to ensure that AI-driven decisions are monitored and evaluated and risks are minimized.
4.Promoting transparency
Many AI models function as "black boxes," making it challenging to understand how decisions are reached. This lack of transparency can create mistrust among employees, customers, and stakeholders. A clear AI policy should encourage the use of explainable AI, ensuring that decisions can be justified and audited when necessary.
5.Workforce integration and employee training
The concern that AI can potentially enhance or replace certain job functions can lead to anxiety about job displacement and the redefinition of roles. It is essential to specify how AI will be incorporated into the workforce, offer employees training on AI tools and ensure ethical labor practices in AI-driven automation.
6.Adherence to regulatory compliance and industry standards
AI regulations are evolving swiftly, which means companies must stay ahead of legal requirements to avoid penalties and reputational harm. A well-structured policy for AI use helps businesses comply with current and emerging AI regulations, industry standards, and best practices.
What Matters Most
AI is transforming mail center’s operations, but the risks can outweigh the benefits without structure and safeguards. As one of the last lines of defense in the secure delivery of business-critical documents, mailing professionals need to lead with policy, transparency, and vigilance.
As companies integrate AI into their processes, the commitment to data security, regulatory compliance, and ethical automation must remain the same. Creating a responsible AI policy is the next step in protecting what matters most: your customers' privacy and trust.
Mike Sanders is Director of Information Systems for Datamatx, one of the nation’s largest privately held full-service providers of high-volume print and electronic transactional communications. With over 35 years of experience leading IT strategy and operations, Sanders specializes in driving digital transformation, optimizing system performance and ensuring robust cybersecurity. Visit Datamatx at www.datamatx.com.
This article originally appeared in the July/August, 2025 issue of Mailing Systems Technology.
