Riverty's AI-driven approach to customer service, focusing on a human-centered, omnichannel strategy, receives backing from Cluster Reply.
In an strategic move to support digital transformation and foster innovations, fintech company Riverty has partnered with Cluster Reply, a Microsoft technology consulting and system integration specialist. This collaboration forms a central part of Riverty's AI strategy, as they jointly develop a customer service platform based on Microsoft Dynamics 365 Customer Service.
Cluster Reply, operating in Germany, Austria, and Switzerland, is part of the Reply Group with sister companies in various countries. The platform, designed to enhance the human experience rather than replace it, consolidates all phone, chat, and email inquiries in a central interface for improved response times and reduced stress for service teams.
The solution, currently in use in eight markets and four languages, is demonstrating how Riverty, with a clear digital strategy and strong partners, is shaping the future of customer service through AI. Advanced voice and chatbot functionalities are being implemented, capable of handling simple customer inquiries independently.
The platform also integrates Riverty's AI approach and includes features like intelligent routing and automated context recognition. The integration of Microsoft Copilot is a crucial aspect of this collaboration, aiming to create a robust foundation for future AI-driven automation in customer service.
Timo Reis, Global Operations Excellence Lead at Riverty, has commented that Cluster Reply is a valuable partner in making Riverty's vision a reality. He is involved in leading initiatives such as the AI-first customer service platform integrating Microsoft Copilot Studio to enhance scalability, efficiency, and customer experience across multiple countries.
Live dashboards and automated reports are provided for enhanced transparency and a data-driven basis for continuous optimization. Cluster Reply's solutions span across Modern Workplace and Security, business applications, applications and infrastructure, and data and artificial intelligence.
The human touch remains central in the fintech field, as demonstrated by this collaboration. The platform has decreased processing times and increased customer satisfaction, demonstrating its effectiveness in streamlining customer service operations. This initiative aims to set a solid foundation for future AI-driven automation in customer service, positioning Riverty as a leading provider of AI-driven financial services.
Visit Cluster Reply's website at www.reply.com/cluster-reply-germany/de for more information about the company and its services.
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