In celebration of Consumer Rights Day, Sinch, a global leader in cloud communication, warns brands about a crucial challenge: the digitalization of customer service is no longer an option, but a necessity. In a world where consumers demand immediate and personalized responses, companies that do not adopt AI-powered chatbots risk losing customers and falling behind in a highly competitive market.
“Today’s consumers expect immediate and personalized responses. Chatbot technology not only improves customer experience by providing instant service anytime, 365 days a year, but also optimizes company resources,” explains Mario Marchetti, Sinch’s head for Latin America.
Brands without chatbots are at risk: the new reality of customer service
Consumer Day is not only an opportunity to reflect on consumer rights and needs, but also to analyze the new expectations of the Brazilian market. According to the latest Brazilian Bot Ecosystem Map, produced by Mobile Time, Brazil currently has 164,000 chatbots in operation, a 14% growth compared to 2023. These chatbots handle an average of 705 million sessions per month, representing an average of 4,300 monthly interactions per bot.
According to a Sinch study, 65% of consumers prefer to interact with companies through automated channels like chatbots due to the speed and accuracy of responses. Additionally, companies that implemented these solutions reported a 50% increase in customer satisfaction and greater loyalty.
When we asked consumers what they valued most in their relationship with a new company in Sinch’s Connections report, 32% of respondents said it was the ability to track their order status. Customers demand frequent updates, and companies that provide them are laying the groundwork for longer-lasting relationships with their audience.
In this scenario, WhatsApp stands out as the preferred channel for bot operations, with 77% of developers stating it’s where they have the most bots running. The messaging app is installed on 98% of Brazilian smartphones and present on the home screen of over 50% of these devices, according to the Panorama Mobile Time/Opinion Box survey. It’s also the channel where most developers have tried creating bots: 94% of respondents have created at least one WhatsApp bot in Brazil.
Importance of transparency and consent: Opt-in and A2P
In the context of customer service digitalization, brands must respect consumers’ fundamental rights, ensuring data protection and transparency in the use of their personal information. A crucial aspect is the opt-in process, which ensures consumers provide explicit consent before receiving marketing messages or automated service. Brands must avoid being intrusive, ensuring messages are sent only to consumers who have given clear and simple authorization.
Additionally, compliance with A2P (Application-to-Person) regulations is essential. Companies must ensure their communications are legitimate and comply with local and international regulations to avoid legal issues. Sinch guarantees its communication solutions meet all A2P requirements, ensuring messages are sent securely and respect consumer privacy.
Security in digital communication: how Sinch protects consumers
At Sinch, consumer data security is a priority. The cloud communication platform meets the highest security standards, including compliance with international regulations like GDPR (General Data Protection Regulation). Sinch uses advanced end-to-end encryption to ensure all information transmitted through our channels, such as WhatsApp, SMS, and email, remains secure and private.
Why are chatbots essential for businesses in 2025?
- Immediacy and 24/7 availability: consumers are no longer willing to wait. A chatbot can handle thousands of queries simultaneously, improving service efficiency.
- Personalization at scale: artificial intelligence allows chatbots to analyze past interactions and offer responses tailored to customer needs.
- Reduction in operational costs: implementing chatbots reduces the load on traditional call centers by handling automatic queries like order status or FAQs, allowing human agents to focus on more complex inquiries.
- Multichannel integration: with Sinch, companies can manage customer service through WhatsApp, SMS, email, and other channels on a single platform.
“Brands that don’t adopt automated communication solutions risk losing customers to competitors who do. In 2025, customer service digitalization is a decisive factor for loyalty. At Sinch, we have clients who have simplified the process to the point of making payments through channels like WhatsApp, making it easier for consumers to complete transactional operations from start to finish within the same channel”, adds Marchetti.
The future of customer service is now
The growing adoption of chatbots in Brazil demonstrates the importance of customer service digitalization. Companies that haven’t made the leap to digitalization risk losing relevance in a market where immediacy and personalization are essential. With Sinch’s cloud communication solutions, brands can quickly adapt to this new era and deliver customer service experiences that not only meet but exceed modern consumer expectations.
