Support built for people moving money home
Taptap Send is one of the largest cross-border payments platforms in the world, processing billions of dollars each year for millions of customers. Built AI-native from the ground up, it is engineered for speed, low cost and reliability, delivering money across more than 35 send markets and over 80 receive markets spanning Asia, Latin America, the Middle East and Africa.
Founded by the team behind GiveDirectly and Segovia, Taptap Send is committed to bringing the cost of cross-border payments below 3%, in line with the UN Sustainable Development Goal. It keeps reducing the friction and cost of getting money into emerging markets, offering one of the widest networks of on and off-ramps, whether bank, card, mobile money or cash pick-up. Lorikeet partners with Taptap Send to help deliver that experience to customers around the world.
Real-time context across email, voice and chat
Taptap Send evaluated multiple AI customer service providers before choosing Lorikeet. The deployment runs on European-hosted infrastructure integrated with Taptap Send’s systems, with real-time customer data access across email, voice and chat.
The AI agent handles remittance-specific processes, including business day calculations and compliance checks, and generates responses grounded in each customer’s profile and transaction history. When a customer gets in touch, the agent retrieves the relevant account and transaction data before responding, applying the right policy for each geography while maintaining the guardrails needed when dealing with people’s money.
Coach turns goals into action
The ease of set-up and optimisation using Lorikeet’s Coach stood out for Taptap Send. Rather than configuring endless workflows by hand, the team states its goals, gets recommendations and has Coach take action. That has sharpened their view of current performance and made it far easier to improve.
Reassurance during a peak period
During a busy sending period, a customer messages support worried that a transfer to Senegal will not arrive in time for Eid. The AI agent retrieves her transaction instantly, sees it is on track with the local partner, and reassures her that it should arrive within 24 hours.
When she checks back the next day, the agent recognises her, recalls the earlier conversation and confirms the money was delivered that morning. She gets specific, personalised updates without re-explaining her situation or waiting in a queue. As Taptap Send expands into new markets and corridors, AI agents are central to delivering consistent support across languages, time zones and regulatory environments, giving the company a foundation to scale its impact without sacrificing quality.
"Right now Lorikeet is handling 700 chats. I'm not reviewing them, and it's not saying anything wrong. It's a very different product."
Tommy Soilemezis
Director of Business Operations
