Grupo Xcaret Integrates Worldline’s Chatbot Solution to Enhance Customer Experience

Riviera Maya, Quintana Roo, February 25, 2021 – Grupo Xcaret, Mexico’s leading sustainable tourism brand, today announced it has developed and launched a chatbot in partnership with Worldline, a European leader in the payments and transactional services industry. The chatbot is now live, allowing Grupo Xcaret’s guests to chat, research, and pay through the messaging bot, while reducing re-directs to mobile websites, which cause significant friction and empty shopping carts.

The new solution was built by Ingenico which is part of Worldline since late 2020 and was developed in collaboration with Silicon Valley-based start-up, JoinedApp. The chatbot gives customers an enhanced shopping experience uniquely tailored to them, without having to leave the chat.

Grupo Xcaret guests will be able to find desired trips and experiences, have their questions answered, and choose from a large selection of payment methods, all within the same chat. This will improve Grupo Xcaret’s online user experience for customers and drive conversions. The solution is active 24 hours a day, seven days a week, and enables Grupo Xcaret to communicate with customers and complete transactions around the clock. “Customer service is at the heart of what we do. Previously, we’ve served millions of customers via a non-automated service, requiring the availability of agents and long service hours. Now with Ingenico’s expertise, we can provide our customers with a first-class service in an agile and personalized way,” said Sandra Weber, Grupo Xcaret Corporate Director of E-Business.

“The chatbot solution is highly innovative and is well suited to our overall business and the unique experiences we offer.” Eric Liebman, Head of Travel at Digital Commerce, Merchant Services at Worldline, commented: “Thechatbot solution helps to make payments convenient for every traveler. Providing an excellent customer experience is at the heart of Grupo Xcaret’s business as one of the key innovative and sustainable players for tourism recreation in Mexico. We are pleased to be working together and helping to delight future travelers around the world.”

Since its opening in December 1990, Grupo Xcaret Park has been one of the most important attractions in Cancun-Riviera Maya, a place where the nature and culture of Mexico can be experienced in all its splendor.
About Grupo Xcaret Grupo Xcaret Parks and Tours are a benchmark for sustainable recreation in Mexico and around the world. The parks and tours specialize in offering visitors unique and unforgettable experiences, through unparalleled products and services that highlight the best of Mexico and are respectful of the environment. Grupo Xcaret is the leader in sustainable and socially responsible tourism in the Mexican Caribbean. Operating since 1990, Xcaret, the original park, contains more than 40 attractions surrounded by the jungle, coves and underground rivers. It offers exciting
shows, as well as cultural activities that promote Mexican traditions. The other parks and tours are: Xel-Ha, an ecotourism aquatic park; Xplor and Xplor Fuego, parks featuring ziplines, ATVs and underground rives; Xenses, a sense-themed amusement and activities park; Xoximilco, an attraction that pays homage to Mexican culture, traditions and gastronomy; Xichen, a tour to archaeological and cultural sites in the Yucatan peninsula, including the Chichén Itzá pyramid; Xenotes, a nature tour in the Mexican jungle to visit cenotes; and Xavage, the latest addition to the Grupo Xcaret portfolio, an adventure park that opened in April 2019.

About Worldline Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and the #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks, and third-party acquirers as well as public transport operators, government agencies, and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros.