Cluster Reply Supports Riverty’s AI-first Strategy for Omnichannel, Human-centric Customer Service

Cluster Reply, the Reply company specialised in digital platform solutions leveraging Microsoft technologies, has partnered with fintech company Riverty to accelerate the rollout of a pioneering customer service platform delivered in record time of just 100 days.

The initiative is part of Riverty’s broader strategy to become a leader in AI-powered financial services. The new solution empowers Riverty to deliver efficient, empathetic customer support across all channels while creating a robust foundation for future AI-driven automation.

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The platform leverages Microsoft Dynamics 365 Customer Service and integrates Riverty’s AI vision from the outset. Initial features such as intelligent routing and automated context recognition are already live, with Microsoft Copilot Studio integration in progress. This will enable advanced voice and chatbot capabilities that independently and empathetically handle simple customer inquiries, ensuring that technology enhances, rather than replaces, the human experience.

By consolidating all telephone, chat, and email inquiries into a single interface, Riverty’s service teams gain real-time visibility, faster response times, and reduced stress. Live dashboards and automated reporting enhance transparency and provide the basis for ongoing optimization as AI adoption expands.

The results are clear: request processing times are declining, customer satisfaction is rising, and the solution is live in eight markets and four languages. Designed for scalability, the platform is prepared to support additional countries and customer segments as Riverty grows – extending human-centric service across its footprint.

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Timo Reis, Global Operations Excellence Lead at Riverty, comments: “This platform is a milestone in our AI journey. Scalability, efficiency, and future-proof architecture are critical for Riverty’s growth, and the integration of Microsoft Copilot is central to our AI strategy. We are already seeing how the combination of human and digital services creates outstanding customer experiences. Cluster Reply has been a valuable partner in realizing our vision.”

This collaboration demonstrates how Riverty, with a clear digital strategy and strong partners, is shaping the future of customer service through AI – and redefining fintech as a space where people always come first.