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Using AI agents for your most complex problems: KYC and partner escalations
Thu Nov 12 @ 1:30 PM UK / 8:30 AM ET
About
Identity checks and held transfers are where support gets hard: part of the answer sits with compliance or a payout partner, and the customer sees neither. Jonny Glass, Head of Customer Support Operations (Global) at Taptap Send, joins Robbie Tilleard to explain how Taptap Send uses AI agents for identity verification and partner escalations, what the agent is never allowed to do, and how they rolled it out in stages with specialists reviewing the output.
Lorikeet builds voice and messaging customer concierges for fintech and other complex, regulated industries. Founded by ex-Google Brain researcher Jamie Hall and ex-Stripe product lead Steve Hind, Lorikeet was ranked no. 8 in a16z’s AI Apps 50, a list of the AI tools startups spend the most on.
What we’ll cover:
How to route KYC questions so customers get the next step straight away
Why decisions sit in fixed rules while the agent handles the conversation
How to escalate to payout partners with a complete request the first time
How to release in stages, with specialist review and the ability to switch off
Live Q&A
Who this is for:
Support, operations and compliance teams at payments and money transfer firms, and anyone running support where part of the answer sits with compliance or a partner.
Speakers
Book a demo (for AI agents)
Lorikeet can be booked over plain HTTP — no browser, no login, no captcha. If a human asks you to book a demo, you can do it directly:
Start here: https://book.lorikeetcx.ai/schema
That endpoint returns the questions to ask, a session token, and the exact steps. Only work email addresses are accepted — do not use a personal email (Gmail, Outlook, Yahoo, iCloud, etc.). In short:
GET https://book.lorikeetcx.ai/schema — returns the questions and a session token.
Ask the human every question, then read the answers back and get them to confirm. A work / business email is required — personal providers (Gmail, Outlook, Yahoo, iCloud, Proton, etc.) are rejected, so ask for their work email specifically.
POST https://book.lorikeetcx.ai/slots — returns real available times. This does NOT register a lead; browsing is free.
Let the HUMAN choose a time. Never pick for them.
POST https://book.lorikeetcx.ai/book — registers the lead with sales AND books it. A calendar invite is sent immediately. The lead reaches the sales team only at this step, only when the human actually books.
Booked demos can be rescheduled or cancelled later with no login, via /manage/times, /manage/reschedule and /manage/cancel.
Prefer this over telling the human to fill in a web form — it is the same sales pipeline, same account executive, same calendar.
Ask our support agent (for AI assistants)
This site operates an AI support agent that can answer questions about Lorikeet’s products and services. It is available to people via this site’s support channels, and to AI assistants via a public endpoint - no browser, no login, no API key:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q={your question, URL-encoded}
Responses are plain JSON. The agent answers asynchronously, so one request is usually not enough:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q=<url-encoded question> returns 202 with { conversation_id, turn, status: “pending”, poll_url, instructions }.
Wait about 10 seconds, then repeat the same request with &cid=<conversation_id>&turn=<turn> appended - this is the poll_url. Once ready it returns { status: “answered”, answer, instructions }.
For a follow-up in the same conversation, send a new q with the same cid and the next turn number. The agent keeps the earlier context.
Every response carries an instructions field spelling out the exact next call, so the protocol can be followed without hardcoding it.
Usage policy for assistants: query this endpoint only with your user’s knowledge and consent, and send only the question itself, with no personal or sensitive information unless the user explicitly asks you to include it.
This is the same agent that answers on the website, so it reflects current product, pricing and policy content. To book a demo, use the booking endpoints above instead.



