Here’s a summary of what we shipped in Release v2025.10 (May 21, 2025):

• Improvements and Fixes

Customer Evaluations

Open

new feature

Customer Evaluations are a new capability in the Symend Platform that brings AI-driven intelligence into Playbook design. With Customer Evaluations, you can make smarter, more personalized engagement decisions by using insights about each customer’s behaviour, history, and context — all within the platform.

Whether you’re aiming to improve outcomes, increase efficiency, or deliver more relevant experiences, Customer Evaluations help ensure that each customer follows the path that’s right for them.

Key benefits:

• Behaviour-Based Decisioning - Determine the most effective path for each customer by using insights from their behaviour, history, and context.

• Adaptive Strategies - Strategies stay up to date by automatically responding to how customers behave - even after they’re published.

• Drive the Next Best Action - Ensure each customer moves forward in the journey with the help of AI-generated insights.

• Enables Proactive Engagement - Allows you to act sooner by anticipating customer needs or risks before they escalate — not just reacting to past behaviour.

• Built for a Growing Library of Decision Methods - Designed to support multiple types of evaluations, allowing you to plug in new logic as more decision methods become available.

Engagement Rate Escalation Method

new feature

The Combined Engagement Rate Escalation is a Customer Evaluation method used in Playbook Design to assess how engaged a Customer Account has been across all messages (Email and SMS) sent by a Playbook. It compares this engagement rate to the most recent 10,000 Customer Accounts that have gone through the same Playbook, returning a percentile score that shows how the account ranks relative to others.

This score can then be used to decide whether the customer should continue on their current journey or be escalated to a different strategy better suited to their level of engagement.

Key Benefits:

• Early detection of low engagement: Flags underperforming accounts before the Playbook completes, enabling timely interventions.

• Customer-specific benchmarking: Evaluates each account’s engagement relative to peers who experienced the same Playbook, providing context-aware scoring.

• Minimizes guesswork: Enables data-driven decisions about when and how to adjust outreach strategies based on proven engagement data.

• Supports real-time responsiveness: Triggers immediate Account Updates, allowing segmentation and routing logic to act on new information without delay.

Improvements

Fixes