Smart Communications rolls out governance-first AI tools

Smart Communications has rolled out a set of new artificial intelligence features across its Conversation Cloud, with a focus on governance, auditability and use in regulated industries.

The additions cover customer communications and digital data collection workflows. They sit inside Smart Communications' existing products and integrate into existing customer environments. Smart Communications said more than 80% of its customers can access the new tools within their current deployments.

Smart Communications markets Conversation Cloud as a platform for creating, managing, storing and governing customer communications and collected data. The latest update reflects a broader shift in the market, as organisations in sectors such as financial services, insurance and telecommunications move from early-stage AI trials towards production use where controls and traceability matter.

Data collection

A key part of the release centres on SmartIQ, the company's digital forms and data collection product. Smart Communications has introduced SmartIQ Agent Infrastructure, which it describes as a way to run conversational data collection experiences across channels with controls. It also added SmartIQ MCP servers, which connect generative AI applications with enterprise software systems.

Another new feature, AI-Powered Form Migration, converts existing PDFs and legacy documents into SmartIQ digital data collection experiences. Smart Communications positions the tool as a way to deal with backlogs of form-based processes that remain in document formats rather than digital flows.

AI assistants

The company has also expanded AI assistants across SmartCOMM and SmartIQ, its customer communications and data collection products. Knowledge Assistant provides in-app guidance via natural language prompts. It covers questions, best practice and task completion inside the application.

Writing Assistant focuses on language, tone and translation. Smart Communications said the assistant maintains accuracy, brand voice and compliance. It also provides audit trails for AI-assisted changes, with transparency intended to preserve content provenance.

Design Assistant targets the creation of SmartCOMM templates. It uses pre-built prompts and AI-driven refinement of language, tone and readability. Smart Communications said the assistant integrates via Amazon Bedrock, the Amazon Web Services service that provides access to foundation models.

Orchestration tools

Two additional components, SmartHUB and SmartPATH, address archiving and orchestration as AI-driven document requests and self-service interactions increase. Smart Communications said SmartHUB provides "retrieval optimized archiving". It presented the feature as a response to rising demand for documents generated or requested through AI summarisation and self-service experiences.

SmartPATH orchestrates AI-assisted experiences across channels. Smart Communications said it aims to improve delivery and completion rates and correct data errors during customer interactions.

The company also linked the new AI functions to its broader migration agenda in SmartCOMM. It said organisations can retire legacy communication technologies by combining the AI tools with SmartCOMM migration features. Smart Communications framed that as a way to reduce manual effort and lower compliance risk, while retaining governance controls.

Customer feedback

Early customer commentary focused on practicality and clarity of delivery. Moter Insurance Services said it expects the new capabilities to contribute to faster creation and delivery of communications across channels.

"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."

Three UK highlighted the structure of the vendor's AI roadmap when comparing it with other supplier proposals.

"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."

Governance focus

Smart Communications is placing governance at the centre of its AI positioning as regulated companies increase scrutiny of how AI affects customer communications, data capture, record keeping and audit processes. That scrutiny often extends across multiple functions, including compliance, legal, risk and IT operations.

Leigh Segall, CEO of Smart Communications, said the company is prioritising safe and accurate deployment over experimentation.

"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."

Heidi Johnson, Chief Product and Technology Officer at Smart Communications, said the next phase of AI adoption in business is moving beyond trials and into operational use.

"The next phase of AI isn't about experimentation-it's about execution," said Heidi Johnson, Chief Product and Technology Officer, Smart Communications. "Our focus is on AI that's ready for production, governed by design, and purpose-built to support meaningful customer interactions at scale."

Smart Communications said it will present the new features and a preview of future work in an online webinar.