Cluster Reply and Riverty Launch AI-First Omnichannel Support on Microsoft Dynamics 365

Cluster Reply and Riverty Launch AI-First Customer Service on Dynamics 365

Cluster Reply partnered with financial services firm Riverty to ship a new customer service platform on Microsoft Dynamics 365 in a short timeframe. The system brings AI into the core workflow so teams can route, resolve, and report faster without juggling tools.

For support leaders, this means fewer manual handoffs, clearer context for every case, and a single place to work-phone, email, and chat included. It's a practical step toward scaling service quality without bloating headcount.

What's New

• AI-driven routing: Customer inquiries are intelligently directed to the right agent based on context and intent.
• Context awareness: The platform auto-detects issue details so agents start with the signal, not the noise.
• Omnichannel in one view: Phone, email, and chat roll into a single interface to cut swivel-chair work.

Future plans include using Microsoft Copilot Studio to handle simple inquiries via automated voice and chat, freeing agents for higher-value cases.

Why It Matters for Support Teams

Routing accuracy improves first-contact resolution and reduces unnecessary transfers. Consolidated channels shorten handle times and help supervisors manage real workload, not fragmented threads. Automation on routine requests gives agents the room to focus on complex issues and empathy-led resolutions.

How It Works in Practice

• Unified console: Agents receive all conversations and case data inside Dynamics 365 Customer Service (learn more).
• AI assist: The system interprets intent, surfaces relevant knowledge, and proposes next steps.
• Planned automation: Copilot Studio will power voice/chat bots for FAQs, balance checks, and basic updates-handing off with full context when needed.

Action Checklist for Support Leaders

• Map top intents and escalation paths; keep it simple and measurable.
• Clean your knowledge base: remove duplicates, set ownership, add clear summaries.
• Define bot-eligible use cases (high volume, low complexity) with success criteria.
• Instrument KPIs: FCR, AHT, CSAT, transfer rate, deflection rate, and containment.
• Set feedback loops: weekly review of misroutes, article gaps, and bot fallbacks.
• Train agents on AI prompts and verification habits; reward good notes and tags.
• Align legal and compliance for call recording, data retention, and consent flows.

Trend Themes

• AI-driven customer support: Smarter routing and context reduce friction for both customers and agents.
• Omnichannel consolidation: One interface improves response times and coaching.
• Automated interaction management: Voice and chat automation handle basics and pass full context on escalation.

Industry Implications

• Artificial intelligence: Precision and personalization in service move from theory to daily workflow.
• Customer service technology: Integrated tools shorten time-to-resolution and improve data quality.
• Financial services: Faster, smarter support builds trust in high-stakes interactions.

If you're upskilling your team for AI-enabled support, explore role-based training at Complete AI Training.

Image credit: Cluster Reply