Cluster Reply and Riverty Deliver AI-First, Human-Centric Omnichannel Service in 100 Days

Cluster Reply Backs Riverty's AI-First Omnichannel Support-Live in 100 Days

Cluster Reply partnered with fintech company Riverty to launch a new customer service platform in just 100 days. It's part of Riverty's strategy to lead in AI-driven financial services while keeping support human and empathetic.

The solution runs on Microsoft Dynamics 365 Customer Service and brings Riverty's AI vision into one place. Intelligent routing and automated context recognition are already live. Integration with Copilot Studio is in progress to add voice and chatbot experiences that handle simple issues-so tech supports, not replaces, the human touch.

What changed for agents and customers

• One interface for every channel: phone, chat, and email consolidated for real-time visibility.
• Faster response, less stress: intelligent routing and context help agents get to the point, quicker.
• Live dashboards and automated reporting: clearer insights, fewer manual updates.
• Better outcomes: processing times are down, customer satisfaction is up.
• Scale today: live in eight markets and four languages, ready for more.

How the platform works

Dynamics 365 centralizes all inquiries, so agents see history, context, and next steps without switching tools. AI-assisted routing targets the right agent or flow, while automated context recognition cuts repetitive probing and handoffs.

With Copilot Studio coming online, Riverty will add voice and chat automation for straightforward questions. Complex or emotional cases go straight to humans with context in hand.

Why this matters for support leaders

• Omnichannel, simplified: fewer tools to manage, fewer blind spots for agents.
• Clear metrics: real-time dashboards to track AHT, FCR, CSAT, backlog, and capacity.
• Human-centric by design: automation handles simple tasks so agents can focus on nuance and outcomes.
• Built to grow: ready for additional countries, languages, and segments without rework.

What's next at Riverty

Riverty will expand automation with Copilot Studio for self-service and first-line containment, then use reporting loops to continuously refine flows. The strategy is clear: start with visibility and routing, add automation where it helps customers, and keep humans in control.

This collaboration shows how a clear digital plan, the right platform, and focused execution can move customer service forward with AI-while proving fintech can keep people first.

Action steps for your team

• Unify channels into one workspace before scaling automation.
• Launch intelligent routing and context capture to reduce handle time on day one.
• Add voice/chat automation for high-volume, low-complexity topics with a clean human handoff.
• Instrument everything-report on deflection, AHT, FCR, CSAT, and agent well-being.
• Plan for language and market rollout early to avoid rework.

If you're exploring skills to run AI in support, see AI learning paths by job role for practical upskilling.