Riverty drives AI-powered customer service forward

Riverty has successfully launched a next-generation customer service platform designed to transform how consumers interact with financial services. Delivered in just 100 days with the support of technology partner Cluster Reply, the platform marks a major step in Riverty’s ambition to lead in AI-driven customer experience – and in becoming the most human-centric fintech player.

Built on Microsoft Dynamics 365 Customer Service, the solution is fully aligned with Riverty’s AI strategy, which always starts and ends with people. It already incorporates intelligent routing and automated context recognition, with advanced AI capabilities – including Microsoft Copilot Studio – being integrated. These enable Riverty to handle customer inquiries across channels with speed, empathy, and consistency, ensuring that technology enhances, rather than replaces, the human experience.

The platform unites all telephone, chat, and email interactions in one central interface, giving service teams complete visibility and enabling faster, more supportive responses. Live dashboards and automated reporting provide transparency and ensure a continuous improvement cycle powered by data and AI – always in the service of people.

The impact is already visible: request handling times are decreasing, 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.

Timo Reis, Global Operations Excellence Lead at Riverty, said:

“At Riverty, we are driving an AI-first strategy that strengthens both our teams and our customer relationships. This new platform is not just a tool – it is the foundation for how we will deliver customer service in the future. With partners like Cluster Reply, we are building a model that combines efficiency with empathy, ensuring that every customer feels supported.”

With this launch, Riverty underscores its commitment to shaping the future of customer service through technology and innovation – and to redefining fintech as a space where people always come first.

About Riverty

Riverty, the fintech arm of Bertelsmann, supports thousands of merchants and over 28 million consumers by processing more than 80 million transactions monthly. Offering flexible payments, debt collection, and smart accounting solutions, Riverty empowers businesses and consumers with cutting-edge financial services. With a dedicated team of over 4,000 employees across 11 countries in Europe and North America, Riverty is a leader in delivering comprehensive financial solutions.