Smart Communications has expanded its AI-assisted migration tools for enterprises moving off legacy communications systems. The changes are aimed at regulated organisations modernising customer communications and preparing to use AI more widely.
The update focuses on two migration tasks that have often required extensive manual effort. Smart's AI analyses existing communications libraries to identify duplication and opportunities to consolidate documents, then converts legacy files into modern, reusable templates.
The process is intended to give organisations a prioritised migration plan and reduce the document-by-document rework that has traditionally made platform changes slow and expensive. Human oversight remains part of the process, with customers and Smart's migration teams reviewing and validating each conversion before deployment.
The target market is largely made up of regulated industries such as insurance, financial services, healthcare and government, where organisations often run several communications systems built up over many years through expansion and acquisitions. In those sectors, customer correspondence can include policies, statements, notices, claims documents and compliance-related communications, making system replacement more complex than a straightforward software swap.
Smart Communications cited IDC data showing that 57% of organisations still rely on legacy technology to create, manage and deliver customer communications, while 64% are producing at least 20% more communications than a year ago. Those figures highlight the challenge for companies trying to reduce operating complexity while facing rising document volumes and tighter scrutiny over how customer information is handled.
For many large organisations, the challenge is not deciding whether to retire older systems but managing the cost and disruption of doing so.
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