Case Study

Riverty transforms customer service with AI and an omnichannel strategy

Efficient and empathetic: Riverty provides a modern platform and AI readiness to enable more effective support.

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The challenge

Overcome gaps in automation and AI capabilities with a modern platform – for more efficient processes and an improved service experience.

The scenario

High expectations for availability and response speed

Today’s customers demand fast, reliable responses across all channels and at any time. For financial service providers like Riverty, delivering exceptional customer service has become a critical strategic priority. Each day, thousands of inquiries arrive through hotlines, mobile apps, and other digital touchpoints, creating a complex challenge for service teams.

Riverty manages this complexity by maintaining stable service levels – established through clearly defined standards for response times and quality – and by using a consistent, template-driven approach. Standardized response scripts ensure uniform communication across all channels. However, it has become clear that the current infrastructure is not equipped to meet future needs, particularly in terms of automation and AI integration.

The solution

AI-powered contact centre in just 100 days

Together with the experts at Cluster Reply, Riverty built a powerful omnichannel contact center in just 100 days, laying the foundation for AI-powered automation. The platform is designed to seamlessly integrate AI elements. Pilot applications for intelligent routing and automated responses are already operational, while full integration of chat and voice bots is underway.

All channels – voice, chat, and email – now converge in a central, intuitive interface. Agents benefit from a complete communication history at a glance and can process requests faster, more accurately, and with less stress. Real-time dashboards and automated reports provide full transparency of all KPIs at all times – for a service that is not only more efficient but will soon be largely automated.

The technology behind it

Seamless interaction through Microsoft Cloud

Microsoft Dynamics 365 Customer Service forms the core of the solution, serving as the central platform for all channels. The system is enhanced by Microsoft Copilot Studio, which Cluster Reply strategically uses to integrate AI functionalities such as chat and voice bots step by step, carefully tailored to Riverty's complex requirements. Due to early technical preparation and close collaboration with Microsoft experts, the platform is fully AI-ready today.

The result

Added value for customers and employees

Riverty has rapidly modernized its customer service with the new platform and is now ready for the future. The stage is set for an intelligent, AI-powered service experience that delivers real value.

Increased service efficiency

Intelligent routing, capacity control and automation have reduced the average processing time for a case by 35 percent and stabilised service levels in the long term.

High scalability

The solution currently supports four languages and eight markets – new markets, channels or target groups can be added flexibly.

Maximum transparency and controllability

Real-time dashboards and daily data exports provide consistent reporting as a basis for precise SLA and performance management.

Future-proof platform

The technical basis is scalable and optimally prepared for new AI use cases, markets, and services - paving the way for intelligent, automated customer service.

Higher customer satisfaction

Since the introduction of the new AI-supported omnichannel contact centre, customer satisfaction has increased. With AI integration, this will continue to rise.

Riverty

Riverty, Bertelsmann's innovative fintech company, supports thousands of merchants and over 26 million consumers by processing more than 80 million transactions per month. Whether flexible payments, receivables management or intelligent accounting solutions, Riverty empowers businesses and consumers with innovative financial services. With a dedicated team of over 4,000 employees in 11 countries across Europe and North America, Riverty is a leading provider of comprehensive financial solutions.

Cluster Reply

Cluster Reply is the Reply Group company specialising in consulting and system integration of Microsoft technologies. As a Microsoft partner, Cluster Reply is active in Germany, Austria and Switzerland and works within the Reply network with sister companies in Brazil, Great Britain, Italy as well as the USA. The company focuses on innovation and supports customers in their digital transformation. The solutions range from on-premises to cloud applications in the areas of modern workplace and security, business applications, applications and infrastructure as well as data and artificial intelligence.