Brief overview

• Launch of a multilingual AI voice assistant for Riverty's debt collection service
• Automation of simple inquiries and intelligent routing of sensitive cases to trained service teams
• More than 30% of incoming calls are already handled by the AI Voice Assistant
• 15% of inquiries were resolved through fully automated processes

When prompt assistance and sensitive conversations are both needed

Debt collection is not your typical customer service. Conversations revolve around financial uncertainties, personal circumstances, and sensitive decisions. At the same time, consumers expect quick responses, short wait times, and clear, helpful support.

This is exactly where Riverty came in with a new AI-powered voice system. In collaboration with Parloa and KINOVA, they developed an AI voice assistant that automatically handles simple requests while leaving room for empathetic, human-based advice.

Fewer hold times, more time for complex cases

Customer service wasn't just about answering calls faster. The key was striking a balance between efficiency and personalized service.

The AI Voice Assistant handles recurring tasks such as:

• Identification of Concerns and Intent Routing
• Caller authentication
• Answering simple service questions
• Assistance with installment payment agreements
• Provision of regulatory and financial information

Complex or sensitive cases are specifically referred to trained service representatives.

This allowed experts to focus more on conversations that require human judgment and personalized support.

More than 30% of incoming calls are already handled by the AI Voice Assistant

15% of inquiries were resolved through fully automated processes

50% shorter wait times during the pilot phase

A 10% reduction in processing times for manual call handling within four months

An AI voice assistant that doesn't make conversations sound like a traditional IVR system

Technologically, the solution is based on Parloa’s AI voice platform, combined with GPT-4 and advanced intent recognition.

The Assistant conducts natural conversations in multiple languages and guides users through entire service processes using a conversational approach. This includes, among other things, arranging payment plans and systematically relaying relevant information to service teams.

The goal was not to achieve maximum automation at any cost. Instead, the aim was for AI to provide support where it can streamline processes, while human experts remain at the center of decision-making in sensitive situations.

Why KINOVA

For the rollout, Riverty partnered with Parloa and KINOVA. KINOVA supported the successful implementation of the solution as part of the German pilot project.

The focus was not only on the technical implementation, but also on integration into a highly regulated and sensitive service environment.

“At Riverty, our AI strategy is human-centric; it begins and ends with people.”
— Hendrik Finke, Operational Process Excellence Lead at Riverty

AI support as the foundation for scalable customer service

The results so far demonstrate how AI voice automation can be used even in regulated industries without removing the human element from the process.

By combining automated call handling with targeted transfers to experts, Riverty was able to reduce both wait times and internal processing costs.

At the same time, a service model was developed that provides faster support to consumers and gives employees more time to handle complex cases.

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