Cluster Reply Powers Riverty’s AI-First, Human-Centric Customer Service Platform

Cluster Reply has partnered with fintech company Riverty to roll out an AI-first omnichannel customer service platform, enabling Riverty to deliver efficient, empathetic service across voice, chat, and email in just 100 days. The platform consolidates all customer touchpoints into Microsoft Dynamics 365, integrates intelligent routing and context recognition, and is built to embed Microsoft Copilot Studio features.

What the New Platform Includes

• Unified Customer Interface: All inquiries via telephone, chat, and email are funneled into a single workspace, giving service agents better visibility and reducing handoffs.
• Intelligent Routing & Automated Context Recognition: The system already supports features that automatically route requests and recognize context to speed up resolution.
• Microsoft Copilot Studio Integration: Planned voice and chatbot capabilities aim to handle simpler tasks automatically, letting human agents focus on nuanced or complex customer interactions.
• Real-Time Dashboards & Reporting: Live metrics for performance, request handling times, and customer satisfaction are available via dashboards, helping teams monitor and improve outcomes.

Outcomes & Scale

Riverty’s platform is already live in eight markets and in four languages, showing early signs of reduced request processing times and higher customer satisfaction. It’s designed to scale further to more countries and customer segments.

Why This Matters for Fintech & Customer Support

Fintech firms often juggle high volumes of customer inquiries across multiple channels and in different languages. Platforms like this help:

• Improve consistency and customer experience by unifying tools and context.
• Reduce operational overhead and stress on agents via automation of routine issues.
• Maintain empathy and human oversight where needed, especially in sensitive or complex cases.
• Allow faster adaptation and scaling across markets thanks to a strong technical foundation.

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