Smart Communications debuts AI tools for compliance-led CX

Smart Communications has rolled out a suite of new artificial intelligence features across its Conversation Cloud platform, targeting organisations that run regulated customer communications and digital data collection processes.

The company said the additions are available now and sit inside existing Smart Communications deployments for most customers. It said more than 80% of its customer base can access the tools within their current environment.

The release spans product areas that Smart Communications markets under SmartCOMM for customer communications and SmartIQ for digital forms and data capture. It also extends to SmartHUB for archiving and SmartPATH for orchestration across channels.

Agent infrastructure

A key element of the update is SmartIQ Agent Infrastructure, which Smart Communications positions as a way to run controlled "agentic" data collection experiences across channels. The company said the feature is designed for conversational flows that gather information for processes such as applications, affirmations, onboarding and self-service.

SmartIQ MCP servers are part of the same layer. Smart Communications said they connect generative AI applications with enterprise software systems. The aim is to allow AI agents to draw on business systems while maintaining controls around data collection and compliance.

Another feature focuses on moving older paper-based and document-driven processes into digital formats. AI-Powered Form Migration converts PDFs and legacy documents into SmartIQ digital data collection experiences. Smart Communications described the output as a "best first draft" produced in minutes, with a target use case of large backlogs of unconverted forms.

Assistants and guidance

For users working inside SmartCOMM and SmartIQ, Smart Communications has added a Knowledge Assistant. The tool provides in-app guidance via natural language queries. Smart Communications said it is intended to speed up task completion and improve consistency with best practices.

SmartCOMM also gains a Writing Assistant. It focuses on tone optimisation and real-time translation. Smart Communications said the feature includes transparency measures that preserve content provenance and create audit trails for AI-assisted changes.

A Design Assistant sits alongside it in SmartCOMM. It supports template creation and refinement of language, tone and readability through pre-built prompts. Smart Communications said the assistant integrates via Amazon Bedrock.

Archiving and orchestration

As organisations increase their use of AI summarisation and self-service, Smart Communications is also pushing changes in how content is retrieved and governed. SmartHUB now includes retrieval-optimised archiving, which the company framed as a response to increasing volumes of AI-driven document requests.

SmartPATH, which Smart Communications uses for orchestration, has been positioned as a way to run AI-assisted experiences across channels. Smart Communications said it can be used to manage delivery, improve completion rates and correct data errors during customer journeys.

The company also linked the new AI features to its migration tools for customer communications. It said the combination allows organisations to retire older communication technologies that carry operational and compliance risk.

Customer references

Some customers and partners are already discussing potential use cases for the new features, particularly around omnichannel communications and internal enablement for sales and service teams.

"At Moter, we turn data into experiences at speed and scale, and we need a partner that works just as fast," said Adrian Thompson, Chief Customer Officer, Moter Insurance Services. "We look to Smart Communications' AI innovations to help us create and deliver effective omnichannel customer engagements."

"The Smart Communications roadmap for AI is quite powerful," said Marc Francis, Head of Sales Enablement, Three UK. "Most striking is that it's structured and clear. Quite a lot of the AI paths we see from other vendors make a big noise about what you'll be able to do without the detail backing it up. How we can leverage the AI from Smart Communications is really impressive. We'll be able to make fast inroads with it."

Compliance focus

Smart Communications has framed the release as a compliance-first approach, aimed at sectors with strict governance requirements. The company operates in markets such as insurance, financial services and healthcare, where customer communications and data collection often carry regulatory obligations.

It also positions the Conversation Cloud as a platform for omnichannel communications, secure data capture and digital archiving. Smart Communications says it serves more than 700 enterprise customers worldwide and integrates with business software providers including Salesforce, AWS, Guidewire, DuckCreek, OneSpan and Pega.

The company's executives cast the new release as a shift from experimentation to production use, with controls around transparency and governance.

"AI creates real value if teams can trust it to work safely and accurately in the moments that matter most," said Leigh Segall, CEO Smart Communications. "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. This marks the next phase of our AI roadmap and reinforces our leadership in helping enterprises adopt AI responsibly and at scale."

"The next phase of AI isn't about experimentation-it's about execution," said Heidi Johnson.