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Enhanced migration tools, expert services and flexible commercial models aim to reduce the cost, complexity and risk of consolidating legacy customer communications systems
Smart Communications, a customer engagement technology provider for regulated industries, has expanded its AI-enhanced migration capabilities to help enterprises modernize legacy communications systems, reduce technical costs and prepare for broader AI adoption.
Organizations in insurance, financial services, healthcare and government often rely on multiple communications platforms accumulated through decades of growth and acquisitions. Consolidating these systems can reduce operational complexity, but the cost, manual effort and disruption associated with migration can delay modernization initiatives.
According to figures cited from IDC, 57% of organizations still rely on legacy technology to create, manage and deliver customer communications, while 64% are producing at least 20% more communications than they did a year earlier.
AI Reduces Manual Migration Work
Smart Communications’ expanded offering is designed to support the migration process from initial assessment through conversion and deployment.
AI-powered analysis examines existing communications documents to identify duplication and opportunities for consolidation. These findings are used to create a Migration Blueprint, outlining a prioritized approach to modernization.
An AI conversion engine then transforms legacy documents into modern, reusable templates, reducing the manual reconstruction traditionally required during migration.
Customers retain control throughout the process, working with Smart Communications’ migration specialists to review and validate conversions and determine which templates are approved for deployment. The approach is intended to combine automation with the human oversight and auditability required in regulated environments.
Consolidation Creates a Foundation for Enterprise AI
Modernizing communications infrastructure can also help organizations establish a more consistent and governed source of customer-facing content.
By consolidating fragmented systems and standardizing templates, enterprises can improve control over communications while creating a foundation for AI-enabled personalization and automation.
Heidi Johnson, chief product and technology officer at Smart Communications, said legacy complexity often prevents organizations from consolidating systems and adopting AI at scale. She said the company’s approach aims to reduce migration time and cost while preserving the oversight and audit trails required by regulated businesses.
AI Is Changing the Economics of Migration
The expanded capabilities come as AI-assisted conversion begins to change the economics of switching customer communications platforms.
Amy Machado, research director at IDC, said AI-assisted template reconstruction is reducing migration timelines and potentially lowering switching costs that have historically discouraged organizations from changing providers.
For enterprises, shorter migration cycles could make it easier to evaluate modernization projects and move away from legacy infrastructure without undertaking extensive manual reconstruction.
Enterprise Experience Supports Migration Offering
Smart Communications says it has helped hundreds of large organizations across insurance, financial services and healthcare modernize complex communications environments.
Anna Hewer, business improvement manager at Aptia, a provider of pension administration, consultancy and actuarial services, said Smart Communications helped deliver a complex implementation within a few months despite an ambitious timeline.
The expanded offering combines AI-assisted analysis and conversion with migration expertise and flexible commercial models. Smart Communications aims to help regulated enterprises reduce the barriers to modernization while establishing communications infrastructure that can support future digital and AI initiatives.
