The rise of Artificial Intelligence (AI) to generate content has been in a lot of headlines. Writers are concerned that they may be replaced by AI-created material, and artists are worried that they will be replaced by computer programs. Recently, a company released a small film with an “AI Actor.”

However, generative AI, like the examples above, are just a small part of the picture. In this article, we’ll discuss what AI actually is, the history of AI, how businesses are deploying AI, and most importantly, how AI is impacting print and mail.

What Is AI?

I thought it would be fun to ask “AI” to explain what it is. So, I put the query to two of the most popular generative engines, Chat GPT and Claude. Chat GPT responded: Artificial intelligence is the simulation of human intelligence processes by machines, especially computer systems, to perform tasks such as learning, reasoning, and problem-solving.

Claude has a very similar response: Artificial intelligence is the development of computer systems that can perform tasks typically requiring human intelligence, such as learning, reasoning, problem-solving, and decision-making.

They both sound correct, but there’s a simpler answer: AI is when machines use computerized systems to do things that appear intelligent. I use this definition because the meaning of the word “intelligent” is still being debated among scientists, philosophers, and academics.

AI isn’t new, but has been part of our lives for almost 50 years. In the 1970s, doctors were using AI systems to assist with medical diagnosis. A decade later, scientists developed programs to handle the scheduling of arrival and departure gates at airports. IBM’s Deep Blue computer beat the reigning world chess champion, Garry Kasparov, in a six-game match in May 1997. In the dawn of the 21^st century, there was an explosion of AI applications with the development of neural networks and smartphones.

If you’ve used a language translation program or a mapping application that reacted to traffic conditions, then you have already used AI.

Businesses are expanding the use of AI in multiple areas. Robots aren’t used for dancing or parkour tricks, but actively act as “assistants” in production and warehouses. Drones are used to move product from shelves to shipping. Generative AI can assist with research, including creating tables to compare vendor offerings.

The area with the fastest growth is agentic AI – systems that can autonomously pursue goals by planning, making decisions, and taking actions with minimal human intervention. Chatbots act as customer service staff, answering basic inquiries. Data analytics are used to identify predictive behavior, resulting in better forecasting. Inventories are monitored, with resupply orders automatically placed with vendors offering the best pricing and shipping terms at that moment.

And the best tools to counteract people using AI to launch cyberattacks? AI software designed to defend servers and data.

Inbound and outbound mail operations are being impacted by AI on multiple levels. Inbound documents can be scanned and interpreted through AI-driven optical character recognition (OCR) software. That includes structured documents like tax forms, as well as unstructured documents like handwritten letters to customer service.

From there, a different type of robot takes over. Robotic Process Automation – or RPA – can route the documents to the correct person. More sophisticated RPA software can enter the information directly into the company’s workflow system and begin to take action. Claims can be set up and even approved without any human intervention (this isn’t new – I wrote scripts for an RPA system in the 1990s that processed glass claims for an automobile insurance company).

A constant challenge for print-mail operations is managing workload. Making sure all equipment in every step of the process is used to maximum efficiency. At the same time, work has to be scheduled in such a way that service level agreements (SLAs) are met. New planning software uses AI to analyze incoming files, all the variables regarding equipment and paper stock, then creates workflows to ensure all jobs are completed on time, and in the most cost-effective manner.

Those schedules rely on equipment working properly. Printer and inserter manufacturers are using AI-powered sensors to monitor equipment status. Color print quality can be measured through cameras using AI algorithms. Through secure internet connections, the machines can place service calls – before parts actually break down.

The US Postal Service is promoting ways to use AI to achieve postage savings, specifically in the 2026 Integrated Technology Promotion, which can be used to receive a five percent postage discount. Two options under the promotion include AI. Mailers can create mail pieces that include copy or images that were created by leveraging generative AI tools. These tools may include, but are not limited to: Adobe Firefly, ChatGPT, or Microsoft Copilot.

With all these opportunities, managers need to be thoughtful about the first steps into the world of AI. Begin with the Information Technology (IT) department in your organization. Find out what tools and sites have been reviewed and approved. There are too many bad actors who want to cause harm through viruses embedded in documents and images. Only go where it is safe.

Next, meet with your legal and compliance departments. Find out what information can be loaded into an AI engine. There are legal and regulatory requirements that must be followed to protect data privacy. Further, there are governance rules around data retention. In many cases, no company or customer data can be uploaded to a public AI website.

As mentioned above, many vendors have already integrated AI into software and hardware. Meet with current and prospective vendors and ask about their current and future plans. Go beyond the marketing hype. Ask the question, “What makes this AI?”

Spend time researching on your own. Every week, set aside at least one hour to read articles, attend webinars, or meet with consultants. If possible, sign up for a course with a local or online college or university. AI represents a technological shift that rivals the worldwide web. Knowledge is key.

Throughout all of this, remember that AI is neither a panacea nor an existential threat to humankind. Most business applications are in the early development stages. Just as many websites were built – and then disappeared – 25 years ago, many AI tools won’t last more than a few years.

When considering AI, think of the applications as additive tools, not replacements. For example, internet shopping is additive. Successful retailers haven’t closed their physical stores. They supplement the physical world with the digital experience. I can order books online from my favorite independent bookstore, and I can also spend a Saturday afternoon browsing the shelves to discover new authors.

AI programs are written by humans – who are biased. That bias can be cultural, racial, even technological. Errors – known as hallucinations – can easily be accepted as fact. There are already public reports of law filings with fake citations. And there is a new term to learn, “slop” – easy to make faux-realistic posts. It has become the new “spam” in our social media feeds.

AI has been proven to help boost performance. It has a similar effect to working on a team with smart people. However, AI also negatively impacts morale and increases boredom. Managers need to help employees understand how the new tools can help them do their jobs better — just like we had to explain to accountants 30 years ago that spreadsheets could help them be more accurate and productive.

It’s important to embrace AI with a sense of optimism. These new tools represent another step in the evolution of computer technology. Robotics help reduce the physical limitations of workers. Systems generate massive volumes of data daily, and AI tools offer the best way to analyze that data to help drive informed decisions.

Humans will always have the edge. A robot (software or hardware) cannot:

·Look you in the eye

·Consider the feelings of the other person

·Make a person feel truly seen or heard

·Feel empathy or sympathy

For thousands of years, technology has led to improvements in society. From the wheel, to writing, to the printing press, to computers, to the internet – and now to AI. While we embrace change, we also have to ensure that our humanness remains an equal part of our progress.

Mark Fallon is President & CEO of The Berkshire Company. Mark helps his clients develop solutions using emerging technologies and expert leadership. He can be reached at mmf@berkshire-company.com.

This article originally appeared in the November/December, 2025 issue of Mailing Systems Technology.