Cluster Reply, the Reply company specializing in Microsoft-based digital platforms, partnered with fintech Riverty to deliver a new customer service platform in just 100 days. This initiative supports Riverty’s AI-first strategy and strengthens its human-centric approach across all customer touchpoints.

The platform combines Microsoft Dynamics 365 Customer Service with Riverty’s AI vision. It features intelligent routing, automated context recognition, and integrates Microsoft Copilot Studio for voice and chatbot capabilities. These tools enhance efficiency while preserving empathetic, human-led support.

Omnichannel Integration and Efficiency Gains

Riverty consolidates all calls, chats, and emails into a single interface. Consequently, teams now have real-time visibility, faster response times, and reduced operational stress. Live dashboards and automated reports provide transparency and support continuous optimization as AI adoption grows.

Early results are promising: request processing times have dropped, customer satisfaction scores have risen, and the platform is already operational in eight markets across four languages. Built for scalability, it can expand to additional regions and customer segments while maintaining a human-centric approach.

Timo Reis, Global Operations Excellence Lead at Riverty, said: “This platform marks a major step in our AI journey. Scalability, efficiency, and future-ready architecture are central to Riverty’s growth. Integrating Microsoft Copilot strengthens our AI strategy. Cluster Reply has been instrumental in bringing our vision to life.”

Shaping the Future of AI-Driven Customer Service

This partnership highlights how Riverty combines a strong digital strategy with innovative technology to redefine customer service in fintech. AI supports human agents, enabling efficient, empathetic service that scales globally. With Cluster Reply, Riverty continues to set a benchmark for AI-first, human-centric customer support.

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News Source: Businesswire.com