The speed of response to the customer is the line that separates success from frustration. A Harvard Business Review survey reveals that companies that contact potential customers within an hour are seven times more likely to convert these leads compared to those that take longer.
Furthermore, data from InsideSales shows that the chances of converting a lead decrease by 80% after five minutes of the initial contact. That is, the probability of qualification is eight times higher in the first five minutes compared to a 5 to 24-hour interval.
In the physical world, a consumer who enters a store and is not promptly assisted may simply leave and look for another option. In the digital world, the logic is the same, only that the competition is just a click away. If a company delays in responding to a message on WhatsApp or a quotation email, it loses the chance of conversion to someone who arrived earlier.
“Today, it is no longer just a matter of providing good service, but of providing fast and quality service. Response time defines the closing of a deal and, in many cases, builds customer loyalty. Those who do not adapt, lose space,” highlights Mateus Miranda, CIO of Irrah Tech, a company specializing in digital solutions for businesses.
With increasingly demanding consumers, it is not enough to just train teams to respond more quickly. Technology emerges as an essential strategy, and artificial intelligence (AI) has emerged as a crucial tool to bring brands and customers even closer.
At Irrah Tech, for instance, developed GPT Maker, a solution that creates and customizes chatbots to meet specific demands of companies. “Unlike traditional chatbots that follow rigid flows, the Irrah Tech system interprets contexts and adjusts the tone of voice according to the customer, streamlining service by up to 50% compared to traditional systems.”
The CIO also points out that this is because AI can respond more quickly and efficiently, handling simple issues and forwarding only the most complex cases to humans, without interrupting the flow of interaction, that is, without pauses or breaks in the natural conversation sequence. “Time savings are mainly due to the ability to provide immediate answers, reduce waiting times, and optimize the problem-solving process. For example, in a traditional service, the customer may wait for delayed responses, need to repeat information, or be transferred from one attendant to another. With the mentioned system, the communication flow is maintained continuously, providing a faster and uninterrupted experience.”
CHATBOT learns and creates emotionally intelligent communication
Miranda explains that GPT Maker is not a regular chatbot. “It learns from the content the company already has, such as websites, internal documents, and previous interactions, ensuring more precise and personalized responses. Additionally, it allows ‘personifying’ the interaction, creating communication with emotionally intelligent tailored to the target audience’s profile.”
The versatility of the tool allows application in different sectors, from retail to health and food. Companies dealing with high volumes of customer service, such as e-commerce and service networks, benefit from automation to maintain active support 24 hours a day, seven days a week.
“Imagine a restaurant that receives dozens of orders and questions via WhatsApp every day. With traditional customer service, customers would face virtual queues, ignored messages, and lost orders. With an AI-trained chatbot, the responses are instant: the consumer receives the menu, chooses items, makes payment, and receives confirmation, all without human intervention. This reduces errors and increases customer loyalty, as the process becomes more agile, efficient, and uninterrupted, providing a more satisfying customer service experience without any hitches.”
In the fashion industry, automation is already a reality. The Kigi, another product from IRRAH, is an ERP integrated with WhatsApp and an e-commerce platform aimed at retailers in this sector. “In addition to facilitating sales, the solution speeds up communication with customers and suppliers, automating processes that previously required time and manual effort,” he explains.
With accelerated digitalization, response time will continue to be a determining factor for the customer experience. Tools like Dispara Aí and Plug Chat, both from Irrah Tech, are already being adopted by companies looking to optimize the use of WhatsApp for marketing automation and customer service management.
“Technology doesn’t replace the human factor, but complements it. In the end, what the consumer wants is a quick, personalized experience without frustrations. And AI is the best ally to deliver that,” concludes the expert.
