Smart Communications, a leading technology company focused on helping highly regulated organizations engage in more meaningful conversations, has officially announced the launch of SmartPATH™, which happens to be a next-generation omnichannel orchestration and digital delivery solution.
According to certain reports, the stated solution arrives bearing an ability to connect conversations across channels with automation, AI-driven decisioning, and built-in failover, all for the purpose of helping organizations reduce manual effort, attain compliance, and serve the burgeoning demand for seamless, digital-first experiences.
More on the same would reveal how Smart Communications’ SmartPATH makes it possible for enterprises to reduce friction, improve completion rates, and at the same time, build customer trust through timely, reliable engagement across email, SMS, RCS, print, and more. Complementing that would be the availability of automated workflows and AI-powered decisioning, factors focused on maintaining conversations.
On the other hand, there is an intelligent failover facility which ensures messages reach their destination without disruption.
“With the addition of SmartPATH, the Conversation Cloud™ now stands as the most complete Customer Engagement Platform purpose-built for regulated enterprises – and one that sets a new standard for the industry,” said Leigh Segall, CEO, Smart Communications. “Consumers expect insurers, healthcare providers, and financial institutions to deliver the same seamless, personalized experiences as leading consumer brands, but meeting those expectations is significantly more complex in regulated industries. SmartPATH changes that, combining AI and automation with intelligent orchestration to help organizations deliver trusted, real-time interactions that build loyalty, drive customer action, and improve business outcomes.”
Talk about the whole value proposition on a slightly deeper level, we begin from the promise of scaling completions. This translates to how, leveraging configurable agents, the solution is able to analyze customer behavior and sentiment, as well as adjust interactions in real time to keep conversations moving toward completion.
Next up, there is a focus on facilitating reliable delivery, something which stems from intelligent routing and channel failover helping messages reach customers reliably whether by email, SMS, print or beyond.
Another detail worth a mention is rooted in the prospect of driving efficiency. Here, the underlying technology banks upon automated workflows to manage follow-ups, reminders and incomplete applications, reducing manual effort and call center reliance.
Rounding up highlights would be SmartPATH’s commitment to achieve compliance everywhere, considering it is purpose-built for highly regulated industries. As a result, it is also able to deliver audit-ready transparency not really associated with homegrown tools and legacy solutions.
“Smart Communications’ launch of SmartPATH is a strategic move that signals the next phase of AI-powered omnichannel engagement in regulated industries,” said Mila D’Antonio, Principal Analyst, Customer Engagement Intelligence, Omdia. “It checks several boxes – market gap alignment, platform depth through its orchestration engine, and AI acceleration. This isn’t just about adding features — it’s about enabling enterprises to move from “multi-channel” to truly agentic, outcome-driven engagement at scale.”
Among other things, it ought to be acknowledged that SmartPATH can effectively integrate seamlessly with SmartCOMM, SmartIQ™, and SmartHUB™ solutions, along with other leading enterprise systems including Salesforce and AWS. This it does using drag-and-drop canvas and prebuilt connectors that enable business users to create and adapt communication workflows quickly.
Furthermore, through AI-driven decisioning, the technology can easily conceive more engaging, personalized conversations across every channel Here, the solution also banks upon nudges and proactive reminders to guide customers smoothly through their journeys.
Founded in 2004, Smart Communications’ rise up the ranks stems from facilitating frictionless, compliant, digital-first experiences through omnichannel communications, intelligent orchestration, secure data capture, and digital archival. The company’s excellence in what it does can also be understood once you consider it is currently trusted by more than 700 enterprises worldwide, including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp in the context of reducing compliance risk, boosting operational efficiency, lowering costs, and accelerating digital transformation.
“As long-time SmartCOMM™ users, we’ve already seen the value of delivering personalized, compliant communications at scale. With the addition of SmartPATH, the ability to ensure secure, reliable delivery, whether by email, SMS, print, or all three simultaneously, will help us delight our policyholders and differentiate ourselves with a best-in-class digital experience,” said Tim Hays, CIO, Mountain West Farm Bureau Insurance.
