Cluster Reply and Riverty fast-track AI-first, human-centric omnichannel customer care in just 100 days

AI-first Omnichannel Support in 100 Days: How Riverty and Cluster Reply Built It

Cluster Reply partnered with fintech company Riverty to launch a new customer service platform in just 100 days. The goal: deliver efficient, empathetic support across every channel while laying a strong base for AI at scale.

The platform is built on Microsoft Dynamics 365 Customer Service and integrates Riverty's AI vision from day one. Early features include intelligent routing and automated context recognition. Microsoft Copilot Studio is being added next to enable voice and chatbot capabilities that resolve simple inquiries while keeping humans focused on high-value work.

All telephone, chat, and email interactions now live in one interface for agents. That means real-time visibility, faster responses, and less stress. Live dashboards and automated reporting add transparency and create a feedback loop for continuous improvement as AI adoption grows.

Results are already visible: request handling times are decreasing, customer satisfaction is up, and the solution is live in eight markets and four languages. Built for scale, the platform is ready for more countries and customer segments as Riverty expands.

What support leaders can apply now

• Consolidate channels into a single agent workspace to reduce handle time and context switching.
• Start with high-leverage AI: intelligent routing, context recognition, and clear deflection paths for simple queries.
• Keep humans in the loop: use automation for straightforward requests and hand off seamlessly for complex cases.
• Instrument everything: live dashboards, automated reports, and operational KPIs to guide weekly improvements.
• Design for scale: multi-language, multi-market support and modular features that you can roll out in stages.

Technology snapshot

• Core: Microsoft Dynamics 365 Customer Service for omnichannel case management.
• AI: Intelligent routing and automated context recognition live; Microsoft Copilot Studio integration in progress for voice and chat automation.
• Operations: Unified view of phone, chat, and email with real-time dashboards and reporting.

Leadership perspective

According to Timo Reis, Global Operations Excellence Lead at Riverty, scalability, efficiency, and an architecture ready for what's next are critical to Riverty's growth. Copilot integration sits at the center of the AI strategy, and the blend of human and digital service is already creating standout customer experiences. Cluster Reply has been a key partner in making this vision real.

Why this matters for customer support teams

• A clear template for fast rollout: ship the core in 100 days, iterate on advanced AI afterward.
• Agent experience first: one workspace, less cognitive load, and better outcomes.
• Measurable gains: faster processing and higher satisfaction tied to unified data and automation.

To see the full announcement with multimedia, view the press release on Business Wire. For product details on the core platform, explore Microsoft Dynamics 365 Customer Service.

About Cluster Reply

Cluster Reply is the Reply Group company focused on consulting and systems integration with Microsoft technologies. Active in Germany, Austria, and Switzerland, and working with sister companies across multiple regions, the company supports digital transformation across modern workplace, security, business applications, infrastructure, data, and AI.

About Riverty

Riverty supports thousands of merchants and over 26 million consumers, processing more than 80 million transactions per month. With 4,000+ employees across 11 countries in Europe and North America, the company provides flexible payments, receivables management, and intelligent accounting solutions.