Riverty AI Voice Assistant to be Rolled Out Across Company’s Debt Collection Business in 2025

Berlin, 17.12.24 – Riverty has announced a strategic partnership with Parloa, a leader in AI-powered automation for customer service. The 24/7, multi-lingual Riverty Ai Voice Assistant will handle simple enquiries and route more sensitive debt collection cases to its highly trained experts. By leveraging AI to save valuable time, Riverty can focus more on human-centricity, demonstrating its commitment to helping consumers take control of their financial lives. 

The roll-out builds on the success of a pilot program in Germany, supported by KINOVA, a service provider enabling Parloa’s clients in successful implementations. Where the human-centric AI solution achieved a 10% reduction in call handling times over just four months. During the trial, call waiting times were cut by 50%, and over 15% of inbound calls were resolved entirely through automation. 

The AI Voice Assistant uses GPT-4 Generative AI-Language Model and advanced intent recognition to assess requests and find manageable solutions for those seeking to resolve payment issues. It can provide comprehensive information on financial terms and regulatory requirements and manage entire consumer journeys, such as arranging instalment payments through conversational dialogue. This allows Riverty’s highly skilled and uniquely trained agents to handle sensitive debt collection cases, providing more tailored advice to the consumers. 

“At Riverty, our AI strategy is human-centric, it starts and ends with a human,” said Hendrik Finke, Operational Process Excellence Lead at Riverty. “In a highly regulated industry as ours, the combination of decades-long expertise and strengths in product, technology, and data ensure that our AI adoption is both human-centric and compliant. Voice interaction, as the most direct and empathetic form of communication, is ideal for handling financial consumer enquires. Our AI Voice Assistant elevates consumer experience by helping consumers to resolve their debts while enabling our skilled customer service colleagues to focus on providing support to consumers facing complex situations and needing personalized care. With our AI Voice Assistant, we step into an exciting journey of AI-driven evolution, as we continue crafting consumer experiences through human-focused AI solutions." 

Parloa's AI voice platform offers an end-to-end solution that enables natural, human-like conversations between consumers and the AI Voice Assistant - deliver unmatched customer experience compared to traditional IVR systems.  

The financial industry is one of the most demanding sectors for the use of AI. "When it comes to their financial matters, customers rightly expect the utmost discretion and privacy, but also empathy, consideration of their personal situation and fair offers," says Malte Kosub, CEO of Parloa. "Riverty's decision to implement Parloa's platform demonstrates their commitment to leveraging cutting-edge technology to meet customer needs and ensure compliance. GenAI enables us to deliver highly personalized interactions, address individual customer needs, and allow human agents to concentrate on strategic and meaningful engagements." 

About Parloa 

Parloa is a leading AI company for the automation of consumer service. Parloa’s platform unites humans and AI in one team to take companies’ service quality to a new level through AI-based consumer service, natural-sounding conversations, and outstanding service experiences on the phone and all communication channels. The Parloa platform resolves the majority of consumer queries quickly and automatically, allowing contact center agents to focus on complex issues. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs about 250 people in Berlin, Munich, and New York. 

www.parloa.com