PayJoy multiplies collection returns by 25x with AI
How Hyper Agente Jhully turned PayJoy's collections into a WhatsApp conversation that is accessible, empathetic and available 24 hours a day.
Collections · Fintech
≈25x
return on every dollar invested in commissions
In recovered payments, January–March 2026
≈16%
conversion rate on positive outreach
With peaks of nearly 25% in early delinquency ranges
+50%
projected growth in recovered value
Projection for the close of March 2026
The challenge
Collecting without shaming a non-digital-native audience
PayJoy is a fintech that democratizes access to credit and technology by financing smartphones secured by the device itself, serving lower-income customers: informal workers, gig-economy professionals and small entrepreneurs who depend on their phone to earn a living. Collecting from this customer required a level of care that the previous model, built on email, SMS and traditional human operations, could not deliver: it was expensive, ineffective and created friction, with collection calls that most people simply ignored. As PayJoy grew rapidly in Brazil, volume kept rising, and the central question became how to build an accessible, effective conversational AI for an audience that is not digitally native.
Trabbe's solution
Hyper Agente Jhully: collections that don't shame
Trabbe built PayJoy an entire collections operation run by artificial intelligence on WhatsApp, under the persona Jhully. Powered by BYX, Trabbe's proprietary generative AI, Jhully combines natural language processing and sentiment analysis to negotiate like an empathetic agent. The project moved from mapping in December 2025 to go-live in January 2026, with a dedicated curation team refining the operation.
Empathetic negotiation in real time
If a customer sends a voice message saying they lost their job, Jhully interprets the context, adjusts her tone and offers the best available condition, issuing a payment slip or PIX code in the same conversation.
Proof of payment validated in chat
With Hyper Agente Vision, customers send proof of payment directly in the conversation and validation happens in real time, with no need for email attachments or human review.
Available anytime, with no exposure
Instead of the exposure of a collection call, a discreet conversation in the app people already use every day, available 24 hours a day, including overnight and on weekends, when many people decide to settle what they owe.
Proven results
Every dollar invested came back multiplied
In the first three months of operation, between January and March 2026 (partial March data, with nine days of operation in the month), Jhully delivered concrete results for PayJoy.
25x return on investment
Every dollar invested in commissions returned approximately $25 in recovered payments, a return in the range of 25 times the investment.
Conversion above market average
The conversion rate on positive outreach stood at around 16%, with peaks of nearly 25% in early delinquency ranges, and recovery effectiveness outperformed the control group and other market providers in mid-range delinquency.
Trajectory on the rise
The projection for the close of March points to growth of around 30% in agreement volume and more than 50% in recovered value, and the model's success has already unlocked the next steps: personas with regional Brazilian accents and planning for international expansion.
"Our competitors are impressed and want to understand what you do differently. The answer is simple: you are extremely organized and efficient. You nailed the strategy and are on a fantastic growth curve. This is a true success story!" — PayJoy representative
Talk to a Hyper Agente
Send a Hyper Agente a voice message, any time
The best demonstration of this technology fits in a voice message. In just a few minutes, you can talk to a Hyper Agente with the same capabilities as Jhully: it understands your voice message, replies in natural speech and carries out a full negotiation through to payment, at any hour of the day.
Schedule a demonstration with Trabbe and talk to our team about how a Hyper Agente fits your operation. Get in touch and let's build your next success story together.