Product label inaccuracies and omissions are growing, in part because of human error, trying to keep up with evolving regulations, and lack of cross-team review redundancy. If there ever was a threat to customer service excellence, this is it.

Solutions lie in a well-orchestrated combination of human and AI processes. Neither, by itself, is sufficient. Together, they can provide a robust review process that eliminates many potential issues before they become brand-damaging events. 

Notes a blog posted by GlobalVision software company: “Labeling errors are deceptively simple on the surface yet capable of causing far-reaching impacts. The food and beverage industry, like all highly regulated industries, must recognize that accurate packaging and labeling is more than a compliance requirement; it’s a trust-building service that keeps consumers safe…Many companies still rely on outdated, manual proofreading, leaving room for human error, fatigue, and missed details…allergen-related recalls are rising…Automated proofreading (like GlobalVision) catches text, graphics, barcode, and braille discrepancies before products reach consumers, improving speed, accuracy,
and compliance.”

The post adds that preventing errors and omissions depends on audit processes, investing in automation, training teams, and monitoring recall trends to spot risks arising in the marketplace.

Various stressors are exacerbating errors. Besides a general lack of attention or competency among proofers, many products now must develop labels and packaging for many countries. Accuracy can get lost in translation. Ironically, this is where human eyes can sometimes supersede the ability of AI systems. Humans can detect subtle nuances and language idiosyncrasies that AI may miss.

GlobalVision identifies other stressors and solutions: “Manual proofreading processes remain the Achilles’ heel for many regulated companies. Humans are inherently prone to oversight and fatigue, particularly in high-pressure production environments where speed and volume are critical. Labeling errors often occur at bottleneck moments like final packaging or transition phases between product lines.”

Overviewing quality control and assurance steps, GlobalVision suggests:

• Auditing current procedures. Find where the errors occur, then address. They can come from graphic design, printing, or labeling operations;
• Investing in technology. Besides improving accuracy, technology can amp up efficiency and speed;
• Train your team. No technology is entirely foolproof. Equip the team so they understand how to interpret automated inspection findings and intervene where required;
• Monitor trends. The marketplace will provide valuable intel about how, where, and how often problems occur. Monitoring also identifies regulatory changes. Proactivity can help businesses stay ahead of common pitfalls and develop a culture of safety-first protocols.

Other considerations identified by GlobalVision encompass:

• Compliance. Evolving regulations create a moving target of compliance. Given such challenges as increasing allergen-related recalls, brands are re-evaluating their quality control procedures and upgrading their systems and processes;
• Silos. Cross-team reviews, coupled with AI, can prevent many problems. However, when non-communicating silos prevail, mistakes multiply;
• Including AI in the mix. Notes the GlobalVision post: “Automated proofreading software integrates seamlessly into production workflows, checking artwork, files, texts, and graphics against original designs. Imagine a digital safety net that scans product packaging to spot even minute discrepancies before products reach the consumer. Whether the error stems from physical misalignment or a swapped ingredient, these tools are designed to catch inconsistencies early, ideally before production even ramps up…Automation also creates a paper trail of quality checks, providing clear proof of compliance in the event of audits or investigations.”

Every product vertical can be researched to determine where to start to ensure accuracy. For example, in the food industry, Food Safety Net Services (FSNS) works with customers to deliver the “right stuff.”  They offer a six-step label control process for food manufacturers.

When all is said and done, another ingredient in label accuracy is plain, old-fashioned common sense. While AI may be able to incorporate common sense into the mix, at its core it’s a distinctly human ability. In addition to all the formal human and AI review processes, eyeball everything to determine if anything seems amiss. For example, micrograms (mcg) and milligrams (mg) are two frequent ingredient measurements. This is an area of high potential for mistakes. If a particular product dosage is typically listed in milligrams, seeing a microgram designation on a label is a likely red flag. In today’s complex, fast-moving, and error-prone environment, product manufacturers are well-advised to be especially diligent when creating labels and packaging to ensure accuracy and full disclosure.

Mark Lusky (www.markluskycommunications.com/mark-lusky-bio) is the president of Lusky Enterprises, Inc. (www.markluskycommunications.com), a 41-year-established marketing communications company dedicated to clients that live and breathe trust, likeability, and respect (thereby eschewing the “lie, cheat, steal” culture so prevalent today). Contact him at: 303-621-6136; mark@marklusky.com.