Riverty rolls out new multi-market customer service platform built on Microsoft Dynamics 365 with AI and empathy at its core

Riverty rolls out new multi-market customer service platform built on Microsoft Dynamics 365 with AI and empathy at its core

(IN BRIEF) Riverty has launched a new AI-powered customer service platform developed with Cluster Reply, setting new standards for human-centric engagement in the fintech sector. Built on Microsoft Dynamics 365 Customer Service and enhanced with intelligent routing, context recognition, and upcoming Microsoft Copilot Studio capabilities, the platform integrates all customer interactions—phone, chat, and email—into one seamless system. Already live in eight markets and four languages, it is reducing handling times and increasing customer satisfaction while being scalable for further expansion. Riverty emphasizes that the system reflects its AI-first strategy focused on efficiency, empathy, and continuous improvement, ensuring customer service evolves without losing the human connection.

(PRESS RELEASE) BERLIN, 22-Sep-2025 — /EuropaWire/ — Riverty has rolled out a next-generation customer service platform that redefines how consumers engage with financial services, combining cutting-edge AI with a distinctly human touch. Developed in just 100 days in collaboration with technology partner Cluster Reply, the new platform is central to Riverty’s strategy of becoming the most human-centric fintech company in the market.

Built on Microsoft Dynamics 365 Customer Service, the solution aligns with Riverty’s AI-first approach, where technology is designed to empower people rather than replace them. Features such as intelligent routing and automated context recognition are already active, while advanced capabilities—including Microsoft Copilot Studio—are being integrated. These innovations ensure that customer requests are handled swiftly and consistently across all channels, with empathy and clarity at the forefront.

The platform integrates telephone, chat, and email communications into one central interface, giving Riverty’s service teams complete visibility into customer interactions. This unified view accelerates response times while enabling more personalized support. In addition, live dashboards and automated reporting drive transparency and foster continuous improvement cycles, supported by real-time data and AI insights.

Early results show clear benefits: faster handling times, higher customer satisfaction, and successful implementation across eight markets in four languages. With scalability built in, the system is ready to expand to additional countries and customer groups, ensuring that Riverty’s human-centric service model grows in line with its global presence.

Timo Reis, Global Operations Excellence Lead at Riverty, explained the company’s vision:
“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.”

Through this launch, Riverty reinforces its mission to shape the future of financial services by combining innovation, technology, and people-first principles.

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.

Media Contact:

Kristina Hunter Nilsson
Global
Corporate Communications Lead & Spokesperson
press@riverty.com

SOURCE: Riverty