SmartPATH by Smart Communications

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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."

– Tim Hays, CIO, Mountain West Farm Bureau Insurance

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Smart Communications’ launch of SmartPATH is a strategic move that signals the next phase of AI-powered omnichannel engagement in regulated industries. 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 ‘multichannel’ to truly agentic, outcome-driven engagement at scale."

– Mila D’Antonio, Principal Analyst, Customer Engagement Intelligence, Omdia

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The launch of SmartPATH, as well as the acquisition of Joisto (now SmartHUB), puts Smart Communications in much stronger position for expansion in the rapidly evolving AI landscape, where communications tracking, real-time orchestration, and the analysis of document metadata is a vital component of superior customer experiences."

– Aspire CCS

Frequently Asked Questions

What is SmartPATH? Why should I be interested?

Part of the Conversation Cloud™ platform, SmartPATH is a cloud-based orchestration and digital delivery solution for enterprises that need to coordinate high-value, multichannel customer conversations. Designed for regulated industries like financial services, healthcare, and insurance, it ensures secure, compliant, and consistent engagement. Any enterprise seeking to automate workflows, reduce complexity, and deliver personalized experiences across channels will find value in SmartPATH.

What is Omnichannel Orchestration?

Omnichannel orchestration is the process of managing and optimizing the conversations a customer has with a company across various channels and touchpoints in real time. It involves coordinating messages, offers, and actions based on the customer’s behavior, preferences, and stage in their journey. The goal is to deliver a seamless, personalized experience that guides the customer toward their desired outcome, whether that's making a purchase, resolving an issue, or engaging with the brand in other meaningful ways.

Can SmartPATH manage omnichannel interactions across physical and digital channels?

Yes. SmartPATH enables organizations to design interactions that span different channels, including physical (printed/mailed communications) or digital (digital forms, email, SMS messaging) channels, to align with customer channel preferences.

Recognizing that regulated industries often require delivery confirmation, SmartPATH automates channel switching in case of a failed delivery, ensuring compliance and a smooth customer experience.

What are some common use cases of SmartPATH?

From quick, simple workflows to intricate, multi-step journeys, SmartPATH powers use cases across industries. For example, organizations can leverage SmartPATH to conduct system-of-record updates using SmartIQ interviews.

By industry, common real-world examples include:

Insurance: Policy quote follow-up, claims reminders and requests for additional information, policy payment reminders, policy change requests, and renewal updates
Financial Services: Onboarding management, account funding reminders, loan/credit application management and remediation, credit card servicing requests
Healthcare: Eligibility determination, health risk assessments, member-submitted claims, address updates, plan changes, appeals and grievances

How does SmartPATH fit into the Conversation Cloud™?

Our Conversation Cloud is the only cloud platform delivering personalized, omnichannel conversations across the entire customer experience. SmartPATH joins our leading customer communications management, forms automation, and digital archiving solutions SmartCOMM™, SmartIQ™, and SmartHUB™ to provide complementary capabilities that reduce customer effort and common friction points, and drive positive business outcomes.

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Frequently Asked Questions

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