AI agents are being deployed across financial services to handle complex customer queries, integrate with multiple systems, and work alongside human support teams. Global remittance provider Taptap Send is leading the way in novel applications of AI agents, where permitted by local law and in compliance with local regulations.

AI agents are reshaping financial services - enabling faster, smarter support for complex customer needs, connecting seamlessly across systems, and augmenting human teams at scale. Taptap Send is among the companies pushing this transformation forward, exploring innovative uses of AI agents where permitted by local law and in full compliance with local regulations.

Lorikeet is proud to partner with Taptap Send to help deliver outstanding customer experiences to millions of customers around the world. After evaluating multiple providers, Tommy Soilemezis, Director of Business Operations at Taptap Send, chose Lorikeet because “Lorikeet stood out for the quality of the product and, most importantly, for how hands-on their team is in making the integration a success. Our teams are working together in person every day as we ramp up, and the speed of iteration is impressive.”

Company Background

Taptap Send is one of the largest cross-border payments platforms in the world, processing billions of dollars annually for millions of customers. Built AI-native from the ground up, the platform is engineered for speed, low cost, and reliability — delivering money for over 35 send markets and more than 80 receive markets spanning Asia, Latin America, the Middle East, and Africa. Founded by the team behind GiveDirectly and Segovia — and committed to the UN Sustainable Development Goal of bringing x-border costs below 3%.

Taptap continues to reduce the friction and cost of getting capital into the emerging markets, offering its users one of the widest networks of on and off-ramps whether its bank, card, mobile money or cash pick-up.

Operational Requirements

When Taptap Send's customers send money home and something goes wrong (like a transfer delayed, an error in the recipient details), it’s a family waiting.

Most fintechs treat customer support as a cost to minimize. Taptap Send treats it as the face and heart of the product. Real human agents, available 24/7, serving customers in 15 languages. Meeting people where they are is not optional when moving money across borders and cultures. Localization is not a feature; it is the foundation for serving the diaspora wherever they are.

Taptap Send's agents bring not just language fluency but deep knowledge of local banking systems, regulatory frameworks, and the human context behind every request.

AI raises the bar for the entire team: increasing speed and capacity across the board, so human agents can consistently deliver the quality and attention every customer deserves. Faster resolution, higher satisfaction, and genuine care at global scale.

Solution

Taptap Send evaluated multiple AI customer service providers before selecting Lorikeet. The implementation includes:

• European-hosted infrastructure integrating with Taptap Send's systems

• Real-time customer data access across email, voice, and chat channels

• Automated handling of remittance-specific processes including business day calculations and compliance checks

• Contextual response generation based on customer profiles and transaction history

When customers submit inquiries, the system retrieves relevant account and transaction data before generating responses. It handles different policies across multiple geographies all whilst maintaining the guardrails needed when dealing with people’s money.

In particular, the ease of set-up and optimisation using Lorikeet’s Coach impressed Taptap Send. Tommy said “We don't have to go in and configure endless workflows. Instead, the team can use Coach to state our goals, get recommendations, and have it take action for us. This has improved our ability to understand our current state and optimize it enormously.”

An example | Checking a transfer during a busy period

Fatima initiates a transfer to Senegal via the Taptap Send app. Later that evening, she messages support: “I sent money to my mother but I'm worried it won't arrive in time for Eid. I know you must be very busy right now with everyone sending gifts home.”

Taptap Send's AI Agent retrieves her transaction instantly and sees it's currently in process with the local partner. The agent responds: “Hi Fatima! I can see your transfer to Senegal is with our partner and on track. Based on current processing times, it should arrive within 24 hours. Is there anything else I can help with?”

Fatima replies: “Oh that's a relief, thank you! I'll check back tomorrow to make sure it arrived.”

The next afternoon, Fatima messages again: “Hi, just checking in. The app says the transfer went through but I want to double check before I ask my mother”

The AI Agent recognizes Fatima and recalls their previous conversation. It checks the transaction status and sees it was successfully delivered that morning. The agent responds: “Hi Fatima! Of course, I remember our last chat. Yes, your transfer was delivered this morning. Your mother should have received it.”

Fatima replies: “That's wonderful, thank you for keeping track of this for me!”

Outcome: The customer received immediate reassurance during a high-volume period, with the AI Agent providing specific, personalized updates. When she returned the next day, the agent remembered her enquiry and proactively confirmed delivery. No need to re-explain her situation or wait in a queue.

As Taptap Send continues expanding into new markets and corridors, AI agents will be essential to delivering consistent support across languages, time zones, and regulatory environments. The technology creates a foundation for sustainable growth. For a company committed to reducing the cost of remittances globally, AI represents a path to scale their impact without sacrificing quality.