100,000+ Calls: The Voicebot Provides Valuable Support in the Service Center

Berlin, April 2, 2025 – Riverty’s AI-powered voicebot has reached a new milestone: over 100,000 successfully processed calls. Since its launch in July 2024, it has been supporting the Riverty customer service team by handling simple tasks such as authentication and issue recognition. This allows more time for handling complex customer inquiries. Consumers also benefit from a more efficient service and faster processing times. This success highlights the growing acceptance and efficiency of the technology in service centers. By the end of April 2025, the voicebot will be available to all customers of the BU Collection business unit in Germany – a significant step toward even more efficient and user-friendly customer communication.

“The development of the voicebot was an exciting process, and this success shows that we are on the right track,” says Sarah Winkler, Project Management Lead Operations Delivery at Riverty. “In almost half of the forwarded calls, the voicebot was able to capture the issue and/or successfully complete authentication – a real added value for our service team. Now, the goal is to further develop the voicebot with additional functions, personalized interactions, and even more precise issue recognition.”

Successful Launch and Expansion

Following a successful pilot phase in the e-commerce sector in July 2024, the rollout expanded rapidly. Customers in the telecommunications sector are now also using the voicebot. It is fully integrated into service processes and specifically supports request handling. Already, 37% of the total call volume in the debt collection business unit in Germany is being handled by the voicebot – a significant step toward efficiency and digitalization.

Effective Support in Case Processing

Developed in collaboration with the company Parloa, the voicebot takes over simple and repetitive tasks such as authentication and issue recognition. This allows customer service representatives to focus on more complex inquiries. The first automated processes – such as installment payment agreements or providing account statements – have already been successfully implemented.

Optimized Customer Experience

Riverty’s voicebot offers customers an innovative and improved interactive voice response (IVR) experience. Even before being transferred to a customer service representative, all relevant information is recorded – from authentication to issue recognition. This ensures that conversations can begin without delay and be handled efficiently.

Joanna Kajda, Customer Service Specialist at Riverty, confirms the positive effects: “My work is significantly easier when the voicebot synchronizes data in advance – it saves valuable time at the beginning of the conversation. If the customer’s issue is correctly identified, I can manage the call effectively right from the start. Even though not everything works perfectly yet, I am confident that our voicebot will become even better in the future.”

Future Plans: Expansion and Optimization

By the end of April 2025, the voicebot will be available to all customers. To make communication more personal, it will receive its own name, which it will use to introduce itself to callers. Additionally, Riverty and Parloa are working on a new, improved voice to further enhance the customer experience.

Press Contact

TEAM LEWIS Lena Seitz / Benjamin Gildein

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RivertyGER@teamlewis.com