Built Different. Built for Collections.
Welcome to Symend's conversational AI solution powered by behavioral science and voice AI.
We have developed an autonomous voice agent purpose built for collections. Our conversational AI is customizable, segment aware, and equipped with targeted features to resolve past due balances in multiple ways, from payment extensions and payment plans to warm handoffs to live agents.
It delivers essential tools for managing delinquency, which are configurable, extendable and ready to integrate with your backend systems.
The result: reduced cost per contact with better cure rates and faster time to resolution through AI driven personalization.
Our conversational AI utilizes Symend's proven behavioral science to change how conversations unfold with customers. Each call is curated around behavioral science concepts and techniques.
Leveraging Symend's delinquency archetype framework, segmenting customers by readiness and capacity to pay to achieve the best outcome.
Your agent's voice, tone and accent can be tailored to resonate best with your customer base and segment. Like casting characters in a movie, voices can be selected for different customer situations.
Let's hear it in action.
Lucy: Hello, this is Lucy calling from Horizon. Am I speaking with Dean Skelton?
Dean: Yeah, this is Dean.
Lucy: Thank you, Dean. For security, I need to verify your account. Can you provide the last four digits of your account number?
Dean: 9721.
Lucy: And what's the postal code on file for your account?
Dean: T3R 1C1.
Lucy: One second while I verify your information. Thank you, Dean. You currently have a balance of $433.49 that is 34 days past due. I'd like to help you resolve this today. Would you like to take care of the full balance now or do you need to discuss payment options?
Dean: Lucy, I just lost my job. I can't deal with that today.
Lucy: Dean, I'm really sorry to hear about your job loss. That's a tough situation, and I appreciate you sharing it with me. If you need a bit more time or want to set up a payment plan to make things more manageable, I can help with that. What would make things easier for you right now?
Dean: Could I pay it maybe next week?
Lucy: Absolutely, Dean. I can extend your due date to give you a bit more breathing room. Just to confirm, today is Monday, November 17th. I've extended your due date to November 24th. This gives you seven more days to make your payment, and you won't need to worry about any service interruptions until then. If you need another reminder closer to that date or want to discuss a payment plan later, just let me know. Is there anything else I can do to support you right now?
Dean: No, thanks for your help, Lucy.
Lucy: You're welcome, Dean. Take care and if you need anything else, just reach out. Wishing you all the best.