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Cluster Reply, a specialist in Microsoft-based digital platforms, has collaborated with fintech leader Riverty to deploy an innovative customer service platform in just 100 days. This AI-first solution integrates Microsoft Dynamics 365 Customer Service, supporting Riverty's ambition to pioneer AI-powered financial services while prioritizing human-centric interactions across global markets.
Riverty, Bertelsmann's fintech powerhouse, is transforming financial services through AI, and this partnership with Cluster Reply exemplifies that vision. The new platform unifies customer interactions—telephone, chat, and email—into a single, intuitive interface, granting service teams immediate access to context and tools. This consolidation not only speeds responses but also alleviates operational pressures in high-volume environments, where Riverty manages over 80 million transactions monthly for more than 26 million consumers. By embedding AI from day one, the solution positions Riverty to scale empathetic support globally, aligning with enterprise SaaS trends in customer-centric fintech.
At the platform's core is Microsoft Dynamics 365 Customer Service, augmented with Riverty's AI roadmap for intelligent features like automated routing and context awareness already in production. Upcoming Microsoft Copilot Studio enhancements will introduce advanced voice and chatbot functionalities, capable of resolving routine queries independently while escalating complex issues to human agents. Live dashboards and automated reporting provide actionable insights, fostering continuous optimization and transparency. This architecture ensures technology amplifies human empathy, a key differentiator in regulated financial services where trust and personalization drive loyalty.
Early outcomes validate the platform's efficacy: processing times are decreasing, satisfaction scores are climbing, and deployment spans eight markets in four languages, with built-in scalability for expansion. Designed for Riverty's growth across 11 countries, it supports diverse segments while laying groundwork for deeper AI automation. "This platform is a milestone in our AI journey. Scalability, efficiency, and future-proof architecture are critical for Riverty’s growth, and the integration of Microsoft Copilot is central to our AI strategy," said Timo Reis, Global Operations Excellence Lead at Riverty. "We are already seeing how the combination of human and digital services creates outstanding customer experiences. Cluster Reply has been a valuable partner in realizing our vision."
This 100-day rollout highlights how strategic Microsoft partnerships can fast-track AI adoption in fintech, redefining customer service as efficient yet profoundly human. As Riverty expands its innovative solutions—from flexible payments to receivables management—the platform ensures seamless, supportive experiences that prioritize people, reinforcing its leadership in AI-enhanced financial ecosystems.
Cluster Reply is the Reply Group company specialising in consulting and system integration of Microsoft technologies. As a Microsoft partner, Cluster Reply is active in Germany, Austria and Switzerland and works within the Reply network with sister companies in Brazil, Great Britain, Italy as well as the USA. The company focuses on innovation and supports customers in their digital transformation. The solutions range from on-premises to cloud applications in the areas of modern workplace and security, business applications, applications and infrastructure as well as data and artificial intelligence.
Riverty, Bertelsmann's innovative fintech company, supports thousands of merchants and over 26 million consumers by processing more than 80 million transactions per month. Whether flexible payments, receivables management or intelligent accounting solutions, Riverty empowers businesses and consumers with innovative financial services. With a dedicated team of over 4,000 employees in 11 countries across Europe and North America, Riverty is a leading provider of comprehensive financial solutions.
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