Smart Communications has launched a new suite of artificial intelligence features within its Conversation Cloud platform, targeting organizations that manage regulated customer communications and digital data collection processes. The company announced that these enhancements are available immediately and are integrated into existing Smart Communications deployments, with over 80% of its customer base able to access the new tools in their current environment.
The release encompasses several product areas under the Smart Communications umbrella, including SmartCOMM for customer communications and SmartIQ for digital forms and data capture. It also includes SmartHUB for archiving and SmartPATH for orchestrating interactions across various channels.
A standout feature of this update is the SmartIQ Agent Infrastructure, which Smart Communications describes as a means to facilitate controlled “agentic” data collection experiences across channels. This functionality is crafted for conversational workflows that gather information for processes such as applications, affirmations, onboarding, and self-service operations. Additionally, SmartIQ MCP servers work in conjunction with this infrastructure, connecting generative AI applications to enterprise software systems, thus allowing AI agents to leverage business systems while ensuring compliance and data collection controls are maintained.
Another significant feature introduced is the AI-Powered Form Migration tool, which enables the transition from older paper-based and document-driven processes to digital formats. This tool converts PDFs and legacy documents into SmartIQ digital data collection experiences, producing what Smart Communications describes as a “best first draft” in minutes, aimed particularly at organizations facing large backlogs of unconverted forms.
Alongside these capabilities, a Knowledge Assistant has been added for users working within SmartCOMM and SmartIQ. This tool offers in-app guidance through natural language queries, designed to expedite task completion and maintain adherence to best practices. Additionally, SmartCOMM now features a Writing Assistant that focuses on tone optimization and real-time translation, with built-in transparency measures to preserve content provenance and audit trails for AI-assisted changes. A Design Assistant also joins the suite, aiding in template creation and refinement of language, tone, and readability through pre-built prompts, integrated via Amazon Bedrock.
As organizations increasingly adopt AI for summarization and self-service, Smart Communications is evolving its approach to content retrieval and governance. SmartHUB now features retrieval-optimized archiving, a response to the growing number of AI-driven document requests. Meanwhile, SmartPATH has been enhanced for orchestration, enabling AI-assisted experiences across various channels, managing delivery, improving completion rates, and correcting data errors throughout customer journeys.
Smart Communications has linked these new AI capabilities to its migration tools for customer communications, allowing organizations to phase out older communication technologies that pose operational and compliance risks. Early adopters among customers and partners have begun discussing potential use cases for the new features, particularly in the realms of omnichannel communications and internal enablement for sales and service teams.
Adrian Thompson, Chief Customer Officer at Moter Insurance Services, emphasized the need for quick and effective partnerships in their operations. “At Moter, we turn data into experiences at speed and scale, and we need a partner that works just as fast,” he said. “We look to Smart Communications’ AI innovations to help us create and deliver effective omnichannel customer engagements.” Similarly, Marc Francis, Head of Sales Enablement at Three UK, remarked on the clarity of Smart Communications’ AI roadmap, noting its potential to facilitate rapid advancements in their operations.
Smart Communications has framed this release with a compliance-first approach, targeting sectors burdened with stringent governance requirements, including insurance, financial services, and healthcare, where customer communications and data collection are often tightly regulated. The company markets the Conversation Cloud as a platform for omnichannel communications, secure data capture, and digital archiving, boasting a client roster of over 700 enterprise customers worldwide. It also integrates seamlessly with various business software providers such as Salesforce, AWS, Guidewire, DuckCreek, OneSpan, and Pega.
In a statement, Smart Communications’ CEO, Leigh Segall, expressed that the new features mark a transition from experimentation to production use, emphasizing the importance of transparency and governance. “AI creates real value if teams can trust it to work safely and accurately in the moments that matter most,” he stated. “In a market crowded with experimentation and hype, we’re focused on AI innovation that delivers real outcomes with the transparency and governance regulated environments demand.” As the company enters this next phase of its AI roadmap, it reinforces its commitment to aiding enterprises in adopting AI responsibly and at scale.
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