Customers served at 2am, a human still on hand.
Customers get their answer the moment they ask, on your brand. Every reply comes from your own knowledge, and a person is always one step away.
Answering the same status question fifty times a week? Your customers would serve themselves if they trusted the tools.
- Your knowledge base, not the internet
- Your brand, not a chat widget
- Human escalation from day one
Your customers can't get answers. Your team can't keep up with the questions.
A customer, a member, a ratepayer - whoever you serve - calls for a status update, emails a question your FAQ already answers, or gives up looking on your website. Your team handles the same query over and over while the complex cases wait. Self-service either doesn’t exist, or it’s bad enough that nobody uses it. RIVER builds the layer that actually works.
Your service today
With RIVER
Customers call or email for a status update your system already has.
Status, policy and account questions answered instantly, any hour, on your own domain.
The chatbot you tried answers from the open internet and gets it wrong.
Every answer grounded in your own documents, products and policies - cited, not invented.
Nothing is generated from general knowledge when your own documents disagree with it.
Checking a status or submitting a document means calling your team.
A self-service portal where customers check progress, submit requests and upload documents themselves.
A frustrated customer escalates only once they're already angry.
Rising frustration and urgency detected in the conversation, routed to a human before it boils over.
When a case does escalate, the customer repeats everything from scratch.
The full conversation and context hand over to your team - no repetition, no cold start.
Your team keeps the judgement calls. The platform takes the repeat questions.
What AI actually does here. Grounded in the work, not the hype.
Questions answered around the clock, self-service that actually works, and a human brought in the moment it's needed - not a generic chatbot bolted onto your website.
Answer the question, first time
Most contact volume is the same handful of questions, asked at every hour. Answer them instantly, from your own knowledge, and let customers handle the routine stuff themselves.
When does my renewal come up, and what changes this year?
Your plan renews 14 March. This year's brochure lists one change: the callout fee moves to $45. Source: 2026 Member Handbook, p.12.
Answered from your own handbook - never the open internet.
Then catch what needs a human
Self-service handles the routine. What's left is spotting who's about to walk away, and handing them to your team with nothing lost in translation.
Recent activity
- Conversation #892 frustration rising - 3rd message unresolved2m ago
- Conversation #887 resolved, satisfaction high14m ago
- Conversation #881 routed to a human on tone31m ago
- Trend billing queries up 18% this weektoday
You don't start from scratch. We tailor what's proven to your customers.
RIVER is over 100 prebuilt modules, tailored to your knowledge base and your systems in weeks - built to sit alongside the CRM and helpdesk you already run, not replace them.
Everything a procurement or security review asks for is in our Trust Centre
- Every answer grounded in your own knowledge base - never invented, never the open internet.
- Smart escalation hands a human the full conversation, so nothing gets asked twice.
- NZ-hosted, and your customers' conversations are never used to train a model.
We have always been ambitious about what our site should do, and RIVER take on the hardest parts of it. They make it happen, no matter how complex.
Chris HartFounder, Real Groovy · 2021Solutions that do this job. Scoped, priced, and live in weeks.
CRM Intelligence & Integration
Keep the CRM you run, or have it built into the platform. Updates automated, outreach that happens without chasing.
Is your CRM just admin now? Outreach only happens when someone chases it.
From $15,000
Member & Customer Portal
A secure portal your members or customers sign in to. Their information, requests and updates in one place.
Your inbox full of requests people could answer themselves? A portal they sign in to instead.
From $15,000
The questions people ask when they’re ready to move.
No - every answer is grounded in your own documents. Product information, policies, FAQs and help articles you provide are what the AI draws on, cited back to the source. If your documents don't cover something, it says so rather than guessing.
It hands over to your team, with nothing lost. The full conversation, the documents referenced and the customer's context transfer across, so nobody explains themselves twice.
- Sentiment tracking flags a frustrated customer before they ask to escalate.
- A human picks up the thread mid-conversation, not from a cold start.
- Every handoff is logged, so you can see what worked and what didn't.
Yes - it runs on your domain, in your brand. Your logo, colours and tone, so customers experience it as your organisation, not a third-party widget.
It sits alongside your existing systems, through their APIs. Your CRM or helpdesk stays the system of record; the platform reads customer and case data from it and writes back only what your team approves.
It fits best where the same questions repeat often - a few hundred customer interactions a week is enough to earn its place. If every interaction with your customers is high-touch and unique, a CRM does more for you than self-service will.
Easy to start. Fast to prove. Built to scale.
Tell us about your customers, and we’ll take it from there. Prefer to look first? Ask Moana, or take the free Readiness Check.
Ideas from the field.
Guides and research from a team that ships it.
TakeHighlight
Five frontier models in three days. The only thing that survives is your eval set
Anthropic, Google, Meta, Alibaba and OpenAI all shipped a frontier model in the first three days of September. The teams that switched in a day had one thing in common: 30 to 50 real examples from their own work, scored the same way every time. How to build yours this afternoon.
PerspectiveHighlight
Your AI vendor's pricing has a balance sheet under it
The five biggest US cloud companies are spending close to US$700 billion this year, most of it on AI, and the gap between that and what they earn is borrowed. Prices and terms can move for reasons that have nothing to do with you. Four questions to put to every AI vendor at renewal.
TakeHighlight
Developers felt faster. They were slower
A controlled trial found experienced developers were 19% slower with AI while believing it sped them up. A year later the same developers were faster. The gain was never in adoption. It was in aiming AI at the right work.
Teams like yours, in their own words.
A decade of work, across health, sport, finance and the public good.
RIVER learnt our business inside out, and found growth we hadn't seen ourselves. That is what changed our ability to scale.
Jay HarrisonFounder, Edison Health · 2022We crunch through complex data to generate insights, and RIVER made it simple to work through, while keeping everyone aligned on our core value proposition.
Alex OsbornCTO, trev · 2024Our business runs on what RIVER built. They have been central to our technology and our growth, and it keeps driving results.
Mark BramwellDirector, Commercial Realty · 2024RIVER listens, understands what we actually need, and gives us our time back. That is what a good partnership looks like.
Tony NaiduDevelopment Manager, Auckland Badminton Association · 2025RIVER helped us validate our market and launch our platform, and they haven't stopped since. They've been with us every step.
Mike CollinsFounder, iMatch Sport · 2025RIVER has been a trusted partner from the start, and they exceeded what we expected. We're already seeing the difference their work is making.
Ellen LekkaProgramme Specialist, UNESCO & SVSG · 2025The team at RIVER has been an incredible partner from day one. Their ongoing support helped make our success possible.
Scott TownshendFounder, trev · 2022RIVER approached every detail with care. Every decision was made with consideration and purpose.
Daemon CoyleGM, Mental Health Foundation · 2021Our new brand is bold and effective, and customers love it. The website has driven a real increase in leads.
Marcus SinGM, Cleanly · 2020We have always been ambitious about what our site should do, and RIVER take on the hardest parts of it. They make it happen, no matter how complex.
Chris HartFounder, Real Groovy · 2021RIVER are responsive and always ready to adapt. We have never had to chase them, and their support has been critical as our needs changed.
Supriya Kulkarni-PadhyeM&E Coordinator, Oceania Football Confederation · 2020We love our new brand. It reflects who we are as a team and resonates with our customers. Thank you for bringing our vision to life.
Tracy BergeGM, Greentree Advisers · 2021