Cluster Reply, the Reply company specialised in digital platform solutions leveraging Microsoft technologies, has partnered with fintech company Riverty to accelerate the rollout of a pioneering customer service platform – delivered in record time of just 100 days. The new solution empowers Riverty to deliver efficient, empathetic customer support across all channels while creating a robust foundation for future AI-driven automation. The platform leverages Microsoft Dynamics 365 Customer Service and integrates Riverty’s AI vision from the outset. Initial features such as intelligent routing and automated context recognition are already live, with Microsoft Copilot Studio integration in progress. This will enable advanced voice and chatbot capabilities that independently and empathetically handle simple customer inquiries, ensuring that technology enhances, rather than replaces, the human experience. By consolidating all telephone, chat, and email inquiries into a single interface, Riverty’s service teams gain real-time visibility, faster response times, and reduced stress. Live dashboards and automated reporting enhance transparency and provide the basis for ongoing optimization as AI adoption expands. Designed for scalability, the platform is prepared to support additional countries and customer segments as Riverty grows – extending human-centric service across its footprint.