HOW IT WORKS

Blending AI & Behavioral Science 

to Generate Personalized & Dynamic Debt Collection Journeys

AI-powered behavioral science platform dashboard showing personalized debt collection journey visualization

10x ROI

Unlock improved recovery rates & achieve cost savings in weeks not months

Low IT lift

Professional services with collections and Behavioral Science expertise

Rapid Iteration

AI accelerates iteration for unprecedented levels of optimization

Higher LTVs

Empower your customers to strengthen trust and loyalty

How Symend Has Recovered Over $50B in Payments with Deeply Personalized Engagement

DATA INGESTION

CUSTOMER SCORES

DELINQUENCY ARCHETYPES

ENGAGEMENT JOURNEYS

OPTIMIZATION & REPORTING

STEP 1 INGEST & NORMALIZE DATA

Your Data Unlocks
Limitless Personalization & Segmentation

Symend can ingest from any source, from a simple flat file to integrated real-time APIs — normalizing your data to fuel predictive signals & AI.

Data ingestion and normalization process showing real-time API integration for predictive AI analysis

Enterprise-Level Compliance, with Built-in Safeguards to Respect Consumer Protections Guidelines

SOC 2 Type II compliance certification badge

ISO 27001 information security certification badge

GDPR compliance badge for data protection

PCI DSS compliance badge for payment security

Customer behavioral scoring visualization showing AI-powered predictive analytics and real-time engagement signals

STEP 2 SCORE CUSTOMERS

Symend’s Behavioral Science-Informed Scores Predict Activity & Dynamically Adjust

Symend Scores use AI to quantify a customer’s likelihood to repay, relapse, or respond — tracking +100 real-time behavioral and engagement signals to dynamically adjust & maximize results.

STEP 3 DELINQUENCY ARCHETYPE SEGMENTATION

Symend’s Delinquency Archetypes Guide Tone, Timing & Channels

Symend assigns behavioral science-based psychological archetypes for optimal segmentation, ensuring the right message is sent the right way, at the right time — drastically improving engagement rates and customer experience.

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Delinquency archetypes matrix showing customer segmentation based on capacity to pay and readiness to act

Personalized customer engagement journey flowchart with multi-channel communication paths and behavioral triggers

STEP 4 GENERATE ENGAGEMENT JOURNEYS

Generate Personalized Journeys at Scale with Precision & Ease

Symend generates hyper-personalized engagement with embedded behavioral science tactics proven to work best with your customer’s profile — dynamically optimizing based on real-time signals to maximize results.

Unlock Personalization at Scale with AI

Generate hundreds of engagements in minutes matching specific customer segments, tactics, and business objectives.

AI content generation interface showing personalized messaging creation for customer segments

AI message review dashboard displaying engagement content with behavioral science tactics and approval workflow

STEP 5 CONTINUOUS OPTIMIZATION & REPORTING

Every Step of the Process Loops Back Data for Continuous Optimization

Symend integrates real-time learnings into every stage of active journeys, delivering compounding performance over time.

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Continuous optimization feedback loop diagram showing data flow from customer engagement back to scoring and segmentation

Symend Dynamically Optimizes at 4 Levels for Unmatched Sophistication & ROI

Score &
Segment Based on Predicted Behavior

Customer scoring illustration showing predictive behavioral analytics for segmentation

Real-Time 
Re-Scoring & 
Re-Segmentation

Dynamic customer archetype adjustment illustration showing real-time re-segmentation

Optimize
Engagement at
the Message Level

Message-level optimization illustration showing A/B testing and content personalization

Iterate & Converge
at the Journey
Level

Journey-level convergence illustration showing iterative optimization toward highest-converting strategy

Symend’s Unique Combination of AI & Behavioral Science Delivers Unmatched Results

+10%

Increase in Recovery Rates

-50%

Reduction in OpEx Costs

10x

Proven ROI With Symend

Rated 4.9 Out of 5 Stars by Symend's Enterprise Clients

4.9 out of 5 stars customer rating for Symend platform

Case Studies

Financial Services

Confidential Client

Major Bank Saves $25M+ with Behavioral Science Collections

How 5 years of partnership transformed digital collections across consumer and small business portfolios for one of North America's largest banks.

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Telecommunications

Confidential Client

Transforming Wireless Collections at Scale

How Symend's behavioral science approach is delivering measurable results for a major US wireless carrier with 16M+ monthly digital outreaches.

Monthly Outreaches

Read Case Study

Confidential Client

Major US Utility Tackles $800M in Delinquent Accounts

How one of the largest US utilities is modernizing collections with AI-driven behavioral engagement after COVID AR ballooned 4x.

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Credit Cards (UK)

Confidential Client

Behavioral Archetypes Deliver 60% Cure Rate Lift for UK Credit Card Company

How Symend's AI-powered Delinquency Archetypes transformed collections performance for a leading UK credit card provider.

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Creating a Positive Digital Experience for TELUS Customers

How TELUS transformed customer engagement during COVID-19, achieving dramatic reductions in call volume while improving customer experience.

Digital Engagement

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Rifco Achieves 26.6% Self-Cure Rate with Symend

How Canada's leading non-prime auto lender transformed their collections strategy with behavioral science-driven digital engagement.

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FAQs

Unpack some of our most commonly asked questions. Don’t see what you’re looking for? Speak to our team today.