What challenges did Riverty face before AI implementation?

Growing digital payment volumes across multiple European markets required a scalable, consistent, trusted customer service platform without disrupting operations. Riverty faced fragmented data, manual processes, and the need for AI-ready workflows for contact handling, case management, and quality.

What was the impact of the AI solution?

In 68 days, Riverty launched the contact center across multiple markets with zero service disruption. The deployment delivered 20% more contact deflection, faster handling times, and more consistent, repeatable service operations. The new platform supports 450 users handling more than 150,000 interactions per month across chat, voice, and email. Riverty resolved 220 issues across multiple markets in multiple languages and completed 100% of frontline staff training.

Source

Microsoft

Riverty deployed Dynamics 365 Contact Center with Copilot to modernize AI-ready customer service

Use case typeCustomer service agentUpdated Apr 21, 2026

Riverty deployed Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service to create a unified, AI-ready customer service foundation across multiple European markets. The company used Copilot for Dynamics 365, Copilot Studio, Power Platform, Azure Service Fabric, and Azure Communication Services to support AI-driven automation, case management, workflow orchestration, and voice integration.

Organization: Riverty
Industry: Finance
Location: Netherlands
Published: April 2026

Reported outcomes

100%

frontline staff training completionOther quantified impact

+20%contact deflection68 daysimplementation time220 issuesissues resolved150,000 interactionsmonthly interactions handled

Strategic outcomes

Cost efficiencyDelivered a modern contact center without disrupting serviceScale & capacityCreated a scalable AI-ready service foundation for multi-market operationsCustomer experience & trustImproved multilingual support and service consistency

Primary read

Use case focus

Showing 2 of 2

1Customer service agent
2Contact center modernization

Growing digital payment volumes across multiple European markets required a scalable, consistent, trusted customer service platform without disrupting operations.
Riverty faced fragmented data, manual processes, and the need for AI-ready workflows for contact handling, case management, and quality.

Riverty launched a modern contact center on Dynamics 365 Contact Center and Dynamics 365 Customer Service, giving agents a unified foundation for connected engagement and case resolution.
Copilot for Dynamics 365 was used to draft responses, summarize cases, surface knowledge, and support AI-generated summaries and sentiment analysis.
Copilot Studio helped customize and manage AI capabilities, while Microsoft Power Platform orchestrated workflows across systems and dashboards tracked KPIs such as average handle time and first-contact resolution.

Technologies

Dynamics 365 Contact Center Dynamics 365 Customer Service Copilot for Dynamics 365 Copilot Studio Microsoft Power Platform Azure Service Fabric Azure Communication Services

In 68 days, Riverty launched the contact center across multiple markets with zero service disruption.
The deployment delivered 20% more contact deflection, faster handling times, and more consistent, repeatable service operations.
The new platform supports 450 users handling more than 150,000 interactions per month across chat, voice, and email.
Riverty resolved 220 issues across multiple markets in multiple languages and completed 100% of frontline staff training.

Architecture

Riverty built a cloud-native contact center on Dynamics 365 Contact Center and Dynamics 365 Customer Service. Copilot for Dynamics 365 provides drafting, summarization, and conversational intelligence. Copilot Studio customizes and manages the AI capabilities, Power Platform orchestrates workflows, and Azure Service Fabric plus Azure Communication Services support reliability and voice integration.

Implementation partners1

Sources & evidence1

Groundedness: 5/5Type: Customer StoryPublished: Jan 9, 2026Publisher: MicrosoftEvidence: PrimaryConfidence: High

Primary source

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Customer evidence