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Three lessons from Riverty’s 100-day AI transformation

How can businesses turn AI ambitions into measurable results? In just 100 days, Riverty consolidated eight separate tools into one customer service platform. The result: faster response times, more efficient processes, and annual savings of around €1 million. At Dagens industri BankTech in Stockholm, Timo Reis, Global Operations Excellence Lead at Riverty, shared three key lessons from the transformation.

Oct 15, 2026

Artificial intelligence (AI) creates new opportunities to improve customer service, automate tasks, and deliver better customer experiences. But technology alone doesn't guarantee results. To create real business value, companies also need to rethink their tools, processes, and priorities.

This was the starting point for Riverty’s customer service transformation. At Dagens industri BankTech on October 14, Timo Reis explained how Riverty brought eight markets, four languages, three communication channels, and 440 users together on one platform in just 100 days.

The transformation delivered measurable results:

66% faster response times—from 38 to 13 seconds
35% fewer misrouted customer contacts
18% reduction in average handling time
20% fewer customer contacts overall
Around €1 million in annual savings

1. Build the right foundation before scaling AI

AI works best when information, systems, and processes are connected. Without a shared foundation, automating customer service and delivering a consistent customer experience becomes difficult.

Previously, Riverty used eight separate tools to manage customer interactions across different markets. This made it harder to monitor performance, collaborate across teams, and handle customer enquiries efficiently. It also limited the potential to use AI at scale.

As the existing system approached the end of its lifecycle, Riverty decided to bring its customer service operations together on one platform.

The project was based on 44 functional requirements, including support for phone, email, chat, multiple languages, real-time analytics, and compliance with the General Data Protection Regulation (GDPR). The platform also needed to handle around 60,000 calls and 40,000 emails every month.

The goal wasn't to introduce as many AI features as possible. It was to build a solution that simplified daily operations and could evolve with the needs of the business.

The lesson: Start with the foundations. When tools, information, and processes work together, it becomes easier to use AI effectively and at scale.

“AI is becoming increasingly accessible. We’re testing new AI tools, then analysing and structuring our data to explore how we can use them in debt collection.”

— Timo Reis

2. Prioritise execution over perfection

Large technology projects often take considerable time to plan and implement. For Riverty, the deadline was already set: 100 days, with no pilot phase and no option to extend the timeline.

This required clear priorities, close collaboration, and decisive action. The new platform had to work for 440 users across eight markets from day one.

By bringing phone, email, and chat into one solution, Riverty simplified how customer interactions were managed. The platform also improved contact routing, enabled real-time performance monitoring, and created opportunities to introduce AI-powered support.

The results show the impact of these changes. Response times fell from 38 to 13 seconds, while average handling time decreased by 18%.

At the same time, the total number of customer contacts dropped by 20%. Riverty also achieved its lowest-ever ratio of customer contacts to invoices.

More efficient processes reduced staffing requirements by the equivalent of 50 full-time positions.

The lesson: Clear direction and decisive action are essential. By focusing on what creates the most value, businesses can deliver significant change within a short timeframe.

“Voicebots and AI can make it less uncomfortable for customers to deal with debt collection matters compared with speaking to a human agent. Our data shows that many customers prefer talking to a voicebot when discussing collection fees.”

— Timo Reis

3. Put people and business value first

A new technology platform creates the conditions for change. But results only follow when employees can use it effectively in their daily work.

That's why change management played an important role in Riverty’s project. Key users were involved early, and training focused on practical, everyday use. A clear structure for monitoring progress and making decisions helped the organisation stay on track throughout implementation.

The goal was to make work easier. With relevant information available in one system, employees could reduce the number of clicks, simplify routine tasks, and resolve customer enquiries faster.

The same focus on practical value guided Riverty’s approach to AI. Each potential automation was assessed based on its expected financial impact.

Three examples of estimated savings opportunities included:

€116,000 from automated responses to frequently asked questions
€185,000 from automated responses to invoice enquiries
€427,000 from automated email handling

This made it possible to prioritise solutions with the greatest potential to improve operational efficiency and customer service.

With the shared platform in place, Riverty has also laid the groundwork for the next phase. This includes AI capabilities that can identify why customers are contacting customer service, summarise cases, and automatically categorise incoming enquiries.

The lesson: Start with employees’ needs and business objectives. When AI solves specific problems, it becomes easier to turn technological opportunities into measurable business results.

“The more complex the case, the greater the need for an empathetic human specialist.”

— Timo Reis

From AI ambition to measurable results

Riverty’s transformation shows that successful AI adoption is about more than introducing new technology.

In 100 days, Riverty established a shared foundation for more efficient customer service across eight markets. The results included faster case handling, fewer customer contacts, and annual savings of around €1 million.

For businesses looking to improve customer service with AI, the takeaway is clear: Start by understanding your operational needs. Build a solid foundation, prioritise use cases with measurable business value, and involve employees throughout the change.

AI creates the opportunities. Execution delivers the results.