= Operating and releasing mail at reduced production levels 
= No current production
17 Mar Balancing the Advantages of AI with the Need for Security
In our last blog, we covered how as the use of AI becomes more prevalent, it is certain that the ethical, legal, and operational challenges associated with its use must be considered. We suggested that to ensure AI is used responsibly and effectively, a good first step is to develop a thorough policy for its use, and third-party print providers are no exception.
Undoubtedly, AI presents significant opportunities for improving efficiency and customer experience in every stage of business. However, as AI’s role in our industry grows, so do security, privacy, and fraud concerns. The question becomes how do we balance and leverage AI’s advantages while safeguarding sensitive customer information? This was a topic of interest at our recent Imaging Network Group (INg) meeting.
What should concern us
As AI becomes more sophisticated, so do cyber threats. Phishing and smishing attacks have evolved with AI-generated messages that are nearly indistinguishable from legitimate communication. These attacks can easily trick people into providing sensitive information, potentially leading to data breaches. Given that almost everyone in this industry handles confidential customer data, we know these threats are being taken seriously.
Then there is deepfake fraud where fake AI-generated voices and images make social engineering attacks more convincing than ever. (The movie Thelma shows a great example of how AI-generated voices can fool unsuspecting targets.) For print providers, deepfake fraud can increase the risk of fraudulent orders, document alterations, or impersonation attempts. It is important to seek solutions that ensure sensitive documents are not manipulated or misrepresented using AI-generated forgeries.
We know AI systems require access to data to function effectively, but if not properly managed, AI algorithms can raise additional concerns about data privacy. If customer names, addresses, or financial information are fed into AI tools without strict security controls, there is a risk of unintended data exposure. Again, proactive steps need to be taken to prevent such breaches.
How do you build trust in an AI-driven print world?
The bottom line of every business and customer retention comes down to customer trust. How a company manages the way AI is used in our operations requires transparency. As we mentioned in our last blog, 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 using explainable AI, ensuring decisions can be audited and justified when necessary. Customers need to be informed about whether AI is processing their data, how that data is handled, and what security measures are in place. Clear policies that outline AI usage and data protection can help reassure clients and ensure compliance with regulations like GDPR or HIPAA.
Additionally, adopting a zero-trust security model is another essential step. Rather than assuming specific access points are safe, a zero-trust approach ensures all interactions with customer data are authenticated and monitored. This reduces the likelihood of unauthorized access and data leaks. Offering data protection guarantees, providing encryption details, and reassuring clients about strict security protocols will help alleviate concerns. When customers feel confident that their private information is safe, they are more likely to embrace AI-enhanced print solutions.
The bottom line: AI is not going away
In the final analysis, we have to find ways to alleviate the concerns around AI and keep educating ourselves on how this essential tool, when managed correctly, can enhance our efficiency. By implementing strong AI governance, cybersecurity measures, and transparent data policies, we can begin to use AI to our advantage while implementing the safeguards needed to ensure a customer’s private information remains protected.