The Rikai Case Study How a personalized travel-bot built customer bonds Executive Summary In 2016, Chinese tourists spent $261 billion on foreign travel, a number that expands every year. Given the scale and potential of this market, Visa hopes that an increasing number of Chinese tourists will use Visa’s payment services when they make purchases abroad. However, local competitors in China offer both familiarity and better exchange rates, and Visa found it challenging to win over customers. In response, Rikai Labs, a chatbot startup, created a Visa travel-bot platform on WeChat that offers travel advice, on-site recommendations and targeted messages about Visa-specific benefits. In a three-month pilot between Visa and Rikai Labs, 52% of users had 10+ interactions with

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