Smart Communications Introduces SmartPATH™ to Orchestrate Secure, Real-Time Customer Conversation

Smart Communications, a leading technology company specializing in customer engagement for highly regulated enterprises, has unveiled SmartPATH™, an advanced omnichannel orchestration and digital delivery solution. Purpose-built for sectors such as insurance, financial services, and healthcare, SmartPATH enables organizations to deliver secure, real-time, and personalized customer conversations with the help of automation, AI-driven decisioning, and built-in failover capabilities.

As digital-first expectations continue to rise, SmartPATH empowers enterprises to reduce manual effort, accelerate engagement, and ensure compliance while meeting customers on their preferred channels—including email, SMS, RCS, and print. Intelligent routing and automated workflows streamline communications, while AI-powered decisioning keeps conversations progressing toward completion, and built-in failover guarantees uninterrupted message delivery.

“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.”

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Early Market Adoption Highlights Strong Demand

SmartPATH has already drawn early interest from enterprises seeking to modernize their customer engagement strategies and enhance operational efficiency. Mountain West Farm Bureau Insurance is among the first organizations preparing to deploy the new platform.

“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.”

Addressing Critical Pain Points with Proven Technology

SmartPATH builds on the robust orchestration capabilities acquired through Pendula in August 2025, offering purpose-built solutions to overcome common enterprise communication challenges:

• Boost completion rates: AI agents analyze customer behavior and sentiment to adapt interactions in real time.
• Ensure reliable delivery: Intelligent routing and channel failover safeguard message delivery across all channels.
• Drive efficiency: Automated workflows handle follow-ups, reminders, and incomplete applications, reducing call center burden.
• Ensure compliance: Purpose-built for regulated industries, SmartPATH offers audit-ready transparency that legacy tools lack.

Strengthening the Conversation Cloud™ Platform

As a core component of the Smart Communications Conversation Cloud™, SmartPATH integrates seamlessly with SmartCOMM™, SmartIQ™, SmartHUB™, and leading enterprise platforms including Salesforce and AWS. Its intuitive drag-and-drop canvas and prebuilt connectors allow business users to design, deploy, and adapt workflows without heavy IT reliance.

Engineered for scale, SmartPATH supports billions of secure transactions with built-in real-time analytics to monitor performance and continuously enhance customer journeys.

“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-Powered, Compliant, and Contextual Customer Conversations

By embedding AI-driven decisioning directly into communication flows, SmartPATH enables organizations to deliver more engaging and personalized interactions across every channel. Proactive nudges and reminders help guide customers to complete key tasks, while automated workflows reduce call center demand and modernize manual processes.

“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.”