New solution combines automation, AI-driven decisioning, and channel failover to move enterprises beyond multichannel to outcome-driven engagement at scale

Smart Communications, a leading technology company focused on helping highly regulated organizations engage in more meaningful conversations, today announced the launch of SmartPATH™, a next-generation omnichannel orchestration and digital delivery solution. Designed for enterprises in highly regulated industries, SmartPATH connects conversations across channels with automation, AI-driven decisioning, and built-in failover – helping organizations reduce manual effort, ensure compliance, and meet rising consumer demand for seamless, digital-first experiences.

SmartPATH helps enterprises reduce friction, improve completion rates, and build customer trust by delivering timely, reliable engagement across email, SMS, RCS, print, and more. Automated workflows and AI-powered decisioning keep conversations moving forward, while intelligent failover 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.”

Early Adoption Underscores Market Demand

SmartPATH is already drawing interest from enterprises eager to elevate their customer experience while unlocking new levels of operational efficiency. Mountain West Farm Bureau Insurance is among the first preparing to deploy the solution.

“Our policyholders are at the heart of everything we do, and we work hard to earn their trust every day. Timely accurate communication delivered on our customers’ preferred channels is critical to maintaining that trust and delivering an elevated experience,” said Tim Hays, CIO of Mountain West Farm Bureau Insurance. “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.”

Proven Tech to Solve Critical Pain Points

SmartPATH builds on proven orchestration capabilities developed by Pendula, acquired by Smart Communications in August 2025. It addresses the most pressing challenges in enterprise communications, helping organizations to:

• Increase completions: Configurable AI agents analyze customer behavior and sentiment and adjust interactions in real time to keep conversations moving toward completion.
• Ensure reliable delivery: Intelligent routing and channel failover ensure messages reach customers reliably whether by email, SMS, print or beyond.
• Drive efficiency: Automated workflows manage follow-ups, reminders and incomplete applications, reducing manual effort and call center reliance.
• Ensure compliance everywhere: Purpose-built for highly regulated industries, SmartPATH delivers audit-ready transparency that homegrown tools and legacy solutions can’t match.

Strengthening the Conversation Cloud

SmartPATH, a core component of the Conversation Cloud platform, integrates seamlessly with SmartCOMM, SmartIQ™, and SmartHUB™, as well as other leading enterprise systems including Salesforce and AWS. Its drag-and-drop canvas and prebuilt connectors enable business users to create and adapt communication workflows quickly, without relying on IT resources.

SmartPATH is engineered for scale, powering billions of transactions while providing real-time analytics and tracking. This visibility allows organizations to measure performance, optimize processes, and continually elevate the customer experience.

“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.”

AI-Driven Interactions that Are Seamless, Scalable, and Secure

By embedding AI-driven decisioning into customer communications, SmartPATH helps organizations deliver more engaging, personalized conversations across every channel. Nudges and proactive reminders guide customers smoothly through their journeys to improve completion rates, while automated workflows reduce call center volumes and modernize outdated processes. With intuitive drag-and-drop tools, enterprises can quickly update journeys – whether to meet new regulations or adapt to evolving customer expectations – ensuring they remain efficient, compliant, and responsive in a fast-changing market.

“AI has the power to unlock real-time, context-rich customer conversations,” said Simon Tindal, CTO, Smart Communications. “Yet compliance pressures and legacy complexity have held regulated organizations back. With SmartPATH, enterprises can fully harness AI to deliver interactions that are seamless, contextual, real-time, compliant, and secure.”

To learn more about SmartPATH and request a demo, visit https://www.smartcommunications.com/products/smartpath/.

About Smart Communications

Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Its Conversation Cloud™ platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent orchestration, secure data capture, and digital archival. More than 700 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and accelerate digital transformation. In 2025, the company announced that it will be acquired by Cinven, a global private equity firm, to accelerate international expansion and further scale its platform in regulated markets. Today, with over 30 pre-built connectors, Smart Communications integrates seamlessly with trusted enterprise systems including Salesforce, AWS, Guidewire, DuckCreek, OneSpan, and Pega, and powers more than 60 billion mission-critical customer conversations each year. For more information, visit www.smartcommunications.com.

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