Artificial intelligence has quickly become one of the most talked-about topics in business. Depending on who you ask, it's either going to transform every aspect of work, or replace it entirely.
One of my favorite reminders as a leader is, "Don't ever confuse motion with progress."
I think that's particularly relevant to the conversation around AI. Organizations everywhere are moving quickly to adopt new tools, launch new initiatives, and explore new possibilities. But technology alone doesn't create value.
In material handling, we've learned that AI wasn't the answer on its own. Access to data was the answer.
The real challenge wasn't a lack of expertise. At Carolina Handling, we have incredibly smart and talented associates with decades of experience serving customers across our five-state territory across the Southeast. The challenge was making that knowledge accessible when and where it was needed most.
That's what ultimately led us to explore AI.
AI isn't replacing skilled technicians, consultants, or leaders. It's supporting them in making better decisions faster. It's giving people access to information they need, when they need it. Most importantly, it's allowing organizations to unlock the value of the expertise they already have.
As warehouse operations have become more sophisticated, so have the technologies that support them. Field service technicians work across a wide variety of equipment types, models and customer environments. Even the most experienced technician can't possibly memorize every procedure, error code, or repair recommendation they're likely to encounter in the field.
Previously, when technicians encountered something unfamiliar, they relied on whatever information they had available. They might flip through manuals or call other associates for support. The knowledge existed, but it wasn't always easy to access when it mattered most. We know that when a customer's operation is down, having solutions quickly available makes all the difference.
One of the most important lessons we've learned is that AI is only as valuable as the information behind it.
When we implemented Squint, an AI-powered knowledge platform designed for industrial environments, our goal wasn't to automate decision-making. Our goal was to put trusted information directly into the hands of our more than 475 technicians.
Today, technicians can ask natural-language questions and quickly access manuals, procedures and company best practices without hunting through multiple systems or documents. Instead of spending valuable time searching for information, they can focus on solving our customers’ problems quickly.
That distinction matters. The technician still brings the experience, they still diagnose the situation, apply judgment, and execute the repair. AI simply helps them get to the right information faster.
Our technicians already have the talent and skills to solve the problem. What they need is immediate access to specific information, so they can do it more efficiently. That's where AI is delivering real value.
Every minute a technician spends searching for information is a minute they're not focused on solving a customer's problem.
When technicians have access to better information before they arrive onsite, they can prepare more effectively, ask smarter questions and begin troubleshooting earlier in the process. Instead of reacting to issues, they're often arriving with a plan of action already in mind.
At Carolina Handling, we’ve seen measurable results from this approach. Internal support requests have declined as technicians have become more self-sufficient. Our experts can now focus on higher-value activities that create greater impact for customers and the business.
Those improvements add up quickly. AI helps us reduce friction throughout the service process, creating efficiency gains for our team and improving responsiveness for customers.
AI is also giving us visibility into where our knowledge gaps exist. Every unanswered question creates an opportunity to strengthen documentation, improve training, and make the entire organization smarter.
That's one of the most exciting aspects of AI. It doesn't just help us access knowledge, it helps us continuously grow it.
One of the misconceptions I hear most often is that AI will eventually eliminate jobs.
I believe the most successful applications of AI aren't replacing people. They're helping people perform at a higher level.
At Carolina Handling, we're focused on using technology to support our workforce.
"We know that AI can identify patterns, surface information, and help guide decisions, but what it cannot do is replace the hands-on experience of a technician, the situational awareness of a service leader, or the consultative expertise required to help customers improve their operations."
Joe Perkins, Chief Operating Officer, Carolina Handling
Technology can help identify the problem, but people still solve it.
The organizations that create the most value from AI won't be the ones that simply deploy the latest technology. They'll be the ones that successfully combine technology with human expertise, empowering their people to make faster, smarter, and more informed decisions.
Any AI solution is only as reliable as the information it’s given.
That's why we've taken a deliberate approach to data quality, ensuring that the content available through Squint reflects validated procedures and proven expertise.
When our technicians ask a question, they need confidence that the answer they're receiving is accurate and actionable. That level of trust is essential if AI is going to become a meaningful part of day-to-day operations.
I believe this is one of the most important conversations organizations should be having about AI.
It's not just about adopting new technology. It's about ensuring that technology is built on a foundation of trusted information, sound processes, and operational excellence.
When I think about the future of AI, I don't start by thinking about technology. I start by thinking about outcomes. For example: How do we help customers reduce downtime? How do we help teams solve problems faster? How do we make better decisions before challenges ever impact an operation?
We're already beginning to see how AI can help us move from reactive problem-solving to proactive decision-making.
Imagine a service call that begins long before a technician arrives on-site: A customer reports an issue, and AI instantly analyzes equipment history, available inventory, and training records to help the technician determine the best response.
The goal isn't to remove human decision-making from the process. It's to equip people with better information so they can make better decisions, especially when time is critical.
Looking ahead, I expect AI to play a larger role in helping organizations predict failures, optimize workforce deployment, improve parts availability, and identify operational trends that would otherwise go unnoticed.
The future is about creating more intelligent organizations where information is accessible and associates can spend less time searching, and more time solving.
Organizations can view AI as a tool that they worry may replace labor and reduce headcount, or as a tool for amplifying experience.
I believe the companies that lead the next decade will be the ones that use AI most effectively to strengthen their people, improve customer outcomes, and accelerate innovation.
Technology will continue to evolve, but how people use it will remain the differentiator.
That's why leaders should focus on asking, "How do we use AI to make our people, processes, and customer experiences better?"
At Carolina Handling, we believe the best technology doesn't replace experience.
It amplifies it.