The speed in responding to customers is the line that separates success from frustration. A Harvard Business Review study 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.
Additionally, data from InsideSales shows that the chances of converting a lead decrease by 80% after five minutes from the initial contact. That is, the qualification probability 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 attended to quickly may simply leave and look for another option. In the digital world, the logic is the same, except the competition is just a click away. If a company takes too long to respond to a WhatsApp message or a quote request email, it loses the conversion opportunity to whoever got there first.
“Today, it’s no longer just about providing good service, but about providing fast and quality service. Response time determines closing a deal and, in many cases, builds customer loyalty. Those who don’t adapt lose space,” highlights Mateus Miranda, CIO of Irrah Tech, a company specializing in digital solutions for businesses.
With increasingly demanding consumers, simply training teams to respond more quickly is not enough. Technology emerges as an essential strategy, and artificial intelligence (AI) has stood out as a crucial tool to bring brands and customers even closer.
Irrah Tech, for example, developed GPT Maker, a solution that creates and customizes chatbots to meet specific company demands. “Unlike traditional chatbots that follow rigid flows, the Irrah Tech system interprets contexts and adjusts the tone of voice according to the customer, speeding up service by up to 50% compared to traditional systems.”
The CIO also highlights that this happens because AI can respond more quickly and efficiently, handling simple issues and forwarding only the more complex cases to humans, without interrupting the interaction flow—that is, without pauses or breaks in the natural sequence of the conversation. “The time gain is mainly due to the ability to provide immediate responses, reduce waiting time, and optimize the problem-solving process. For example, in traditional service, the customer may wait for delayed responses, need to repeat information, or be transferred from one agent 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 an ordinary chatbot. “It learns from the content the company already has, such as websites, internal documents, and past interactions, ensuring more accurate and personalized responses. Additionally, it allows ‘personifying’ the interaction, creating communication with emotional intelligence tailored to the target audience’s profile.”
The tool’s versatility allows for application in various sectors, from retail to healthcare and food. Companies handling large volumes of service, such as e-commerce and service networks, benefit from automation to maintain active support 24/7.
“Imagine a restaurant that receives dozens of orders and inquiries via WhatsApp every day. With traditional service, customers would face virtual queues, ignored messages, and lost orders. With an AI-trained chatbot, responses are instant: the consumer receives the menu, selects items, makes the payment, and gets confirmation—all without human intervention. This reduces errors and increases customer loyalty, as the process becomes more agile, efficient, and uninterrupted, providing a more satisfactory and hassle-free service experience.”
In the fashion industry, automation is already a reality. Kigi, another product from IRRAH, is an ERP integrated with WhatsApp and an e-commerce platform tailored for retailers in this segment. “In addition to facilitating sales, the solution speeds up communication with customers and suppliers, automating processes that previously required time and manual effort,” explains.
With accelerated digitalization, response time will continue to be a determining factor for customer experience. Tools like Dispara Aí and Plug Chat, both from Irrah Tech, are already being adopted by companies looking to optimize WhatsApp for marketing automation and service management.
“Technology doesn’t replace the human factor but complements it. Ultimately, what consumers want is a fast, personalized, and frustration-free experience. And AI is the best ally to deliver that,” concludes the expert.
