Why Companies Should Keep Print in the Mix in the Age of AI

20 Aug Why Companies Should Keep Print in the Mix in the Age of AI

There is no argument that AI is reshaping the way organizations communicate. From automating workflows to enhancing personalization, AI promises greater efficiency and improved experiences for customers. For industries that produce transactional documents, where accurate and timely communication is critical, AI-driven tools can help manage the growing volume of bills, invoices, and policyholder communications with speed and precision.

While the benefits of AI are undeniable, the risks it introduces can’t be overlooked. One of the most pressing concerns is how AI is fueling a new wave of sophisticated fraud, particularly in the form of phishing, text scams, and robocalls.

Phishing emails now mimic brands’ look and feel so well that customers can’t rely on the usual warning signs—like poor grammar or suspicious formatting—to tell real from fake. Generative AI even makes it possible to recreate logos, letterheads, and tone, while AI-enabled voice-cloning has made fraudulent robocalls eerily convincing.

For organizations such as healthcare and insurance, the stakes are exceptionally high. A fake claim notice or fraudulent explanation of benefits can expose sensitive personal health or financial information, erode customer trust, and trigger costly compliance violations.

Print as a Security Asset
In this environment, paper mail regains importance as a trusted means of communication. Unlike digital communications, which can be intercepted, spoofed, or manipulated, physical mail offers a tangible trail that’s far more difficult to counterfeit.

For example, when policyholders or patients receive a printed bill, invoice, or statement, they can be assured that it hasn’t been altered in transit and isn’t embedded with a malicious link. The very act of receiving something physical lends credibility, helping to reduce confusion and protect against fraud.

In regulated industries where trust is paramount, print isn’t just a legacy channel, it’s a security asset.

Of course, we know that many customers still expect the convenience of digital access. We have found the most effective strategy isn’t to replace digital with print, but to combine the two.

A hybrid approach allows organizations to:
• Reinforce trust: The print delivery of critical bills and statements reduces the risk of phishing, while digital channels provide quick access.
• Support compliance: Maintaining a print option ensures accessibility and regulatory adherence for all customer segments.
• Offer customers a choice: Meeting diverse preferences enhances satisfaction and retention.

In short, the hybrid model aligns with customer expectations while minimizing the risks of overreliance on digital.

The Role of Third-party Communication Providers
Managing this balance between print and digital can be resource-intensive, which is why many businesses turn to third-party communication providers like Datamatx. Our ability to deliver both print and electronic communications seamlessly, securely, and compliantly helps our clients focus on serving their client preferences rather than juggling delivery logistics.

As AI continues to transform the communication landscape, one thing we know from experience: Businesses in regulated industries can’t afford to put all their eggs in the digital basket. Print may seem “traditional,” but in today’s world, it’s a critical part of a modern, secure communication strategy.