Riverty builds AI-ready customer service foundation in 68 days with Dynamics 365

Modernization is mandatory in today’s fast-moving financial space. Riverty, a leading European fintech company, recognized this reality as it faced pressures from customers and demands for scalability and reliability. Processing millions of transactions across its markets, the company needed a scalable, AI-ready customer service platform to support automation and cross-market growth.

For example, if a retailer adds Riverty’s payment solution to checkout, Riverty boosts conversion, pays out the merchant, and assumes risk while handling reminders and collections. If this stack were to fail, the merchant risks abandoned carts, liquidity gaps, and compliance exposure. Riverty’s service representatives faced fragmented data and manual processes, which could lead to slower response times and limited visibility across customer interactions.

Riverty embraces the idea of being “reassuringly boring,” reflecting its commitment to reliability and transparency—delivering payment processes without surprises. This stability is what customers count on because disruption or delay could undermine trust.

“If the challenges related to scalability and fragmentation weren’t addressed, we were risking a decline in service quality and client and customer satisfaction—all threats to trust in our service delivery. It was time to act, but we had to be smart about it,” says Timo Reis, Global Operations Excellence Lead at Riverty.

Modernizing systems intelligently to make innovation possible

To achieve its goals, Riverty selected Microsoft as a long-term technology collaborator, building on a highly secure, scalable platform to support its own vision. Working together, Riverty began its journey to redefine how it operates, serves customers, and positions itself for the future of finance.

The modernization challenge was multifaceted and included the help of Reply, a Microsoft AI Cloud Partner Program member. At Riverty’s scale, operational stability and performance consistency are critical—especially when rolling out new capabilities under live conditions. At the same time, customer expectations are shifting. Consumers demand faster, more personalized services, while regulators continue to impose stricter requirements for data protection and reporting.

While systems were still distributed across its footprint, Riverty needed a unified service platform that could serve as the scalable core for future harmonization. In pursuing a modern, cloud-based platform, the company saw an opportunity to embrace advanced analytics and AI to maintain its edge over the competition, while keeping its human-centric approach.

“We set up a new, cloud-native contact center under extreme time pressure. Even with new products and some features still in preview, the platform was stable, well documented, and ready to scale from day one,” explains Stanislav Gurba, Team Lead of Cloud Governance at Riverty.

Building on Dynamics 365 and Copilot for rapid transformation

Riverty deployed Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service as the foundation for its new, AI-forward contact center. Together, these solutions deliver connected engagement, self-service, and efficient case resolution. Using Copilot for Dynamics 365 and Copilot Studio, the company brought AI-driven automation and conversational intelligence into daily workflows. It prioritized use cases with clear ROI, including contact reduction, productivity gains, and measurable quality improvements.

These tools help service representatives draft responses, summarize cases, and surface knowledge instantly. AI-generated summaries, sentiment analysis, and early agentic capabilities also supported quality assurance and faster feedback loops, while Copilot Studio helped Riverty to customize, extend, and manage AI capabilities to meet its unique business needs.

To further streamline operations, Riverty tied in Microsoft Power Platform, using Power Automate to orchestrate workflows across systems and reduce manual effort. On the analytics side, Power BI delivers dashboards that track KPIs like average handle time (AHT) and first-contact resolution (FCR), providing leaders with visibility into performance trends.

“In just 68 days, we delivered a modern, AI-ready contact center at scale. Dynamics 365 provided a stable foundation to execute confidently across multiple countries without disrupting operations,” says Reis.

A seamless migration, from planning to execution

The implementation process was carefully planned to balance speed with stability. With the new solution running on Azure, Riverty validated the platform through a soft go-live in the Netherlands before moving to full go-live at scale, ensuring stability without slowing time to value.

Additional offerings such as Azure Service Fabric and Azure Communication Services delivered reliability and effortless voice integration, supporting Riverty’s rapid rollout to hundreds of representatives.

“We started with one country for validation and supervisor training before moving to full go-live, so we could apply learnings immediately at scale,” says Gurba.

This collaboration included training programs to help Riverty’s teams adapt to new tools and workflows. Adoption was engineered from the start—supervisors were trained ahead of rollout, key users were involved early, and live performance metrics were monitored daily to ensure rapid adjustment.

Driving measurable impact and cultural change

The impact of Riverty’s modernization is evident. The company resolved 220 issues across multiple markets in multiple languages, without a single service disruption. It streamlined routing, addressed capacity problems, and reduced operational complexity. Additionally, Riverty addressed multilingual support challenges to help ensure accurate AI-driven responses across operations in under three months. 

From day one, smarter flows and automation drove a 20% improvement to the contact deflection rate, while 100% of frontline staff completed training with glowing feedback. Response times decreased significantly, and handling time was reduced, translating into substantial annual recurring savings on this business line.

Today, 450 users manage 150,000-plus interactions each month across three channels—chat, voice, and email—supported by a modern platform ready to scale and learn.

Beyond the metrics, the transformation has had an impact on Riverty’s culture. Teams are empowered to experiment and innovate, using cloud-native tools to develop new services and features. This shift has accelerated the company’s ability to respond to customer needs and market trends, reinforcing its position as a trusted partner in the digital economy. As a result, Riverty delivers the same reassuringly boring comfort to clients and customers that it always has.

“Our teams finally have everything in one place. Fewer clicks, better overviews, and AI-generated summaries and sentiment insights help us coach more effectively and focus on the conversations that really matter,” explains Jasmin Schnieder, Quality Team Lead at Riverty.

A framework for the future of finance

Riverty’s journey highlights the critical role of cloud and AI in driving digital transformation in financial services. With help from Microsoft and Reply, Riverty addressed its immediate challenges and built a foundation for long-term success.

The new platform provides a scalable foundation for further automation expansion, AI-driven quality oversight, and cross-business harmonization. Through a strategic approach to cloud and AI, Riverty has established a scalable, AI-enabled service foundation—now serving as the basis for further consolidation across business lines.

Looking ahead, the company plans to explore agentic AI to enhance customer engagement, along with predictive analytics to anticipate market shifts. Riverty is now evaluating all its contact center systems, including case management and telephony, for replacement by the new architecture. These innovations will build on the strong foundation established, ensuring that Riverty remains at the forefront of financial services transformation.

“We’ve proven we can set up new solutions quickly, and it’s not overcomplicated. We’ll soon roll out standardized templates across businesses and use agentic AI features like content agent and evaluation agents—there’s no limit to where we go from here. Riverty will continue to be reassuringly boring, while relentlessly innovating,” concludes Reis.

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