The speed of response 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.
Moreover, 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 window.
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 one 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 those who got there first.
“Today, it’s no longer just about providing good service—it’s about providing fast and high-quality service. Response time determines closing a deal and, in many cases, builds customer loyalty. Those who don’t adapt lose ground,” highlights Mateus Miranda, CIO of Irrah Tech, a company specialized 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 business demands. “Unlike traditional chatbots that follow rigid scripts, Irrah Tech’s system interprets contexts and adjusts tone according to the customer, speeding up service by up to 50% compared to traditional systems.”
The CIO further emphasizes that this happens because AI can respond faster and more efficiently, handling simple queries and routing only the most complex cases to humans without interrupting the interaction flow—that is, without pauses or breaks in the natural conversation sequence. “The time savings come mainly from providing immediate responses, reducing wait times, and optimizing problem resolution. For example, in traditional customer service, a customer might wait for delayed responses, need to repeat information, or be transferred between agents. With this system, communication flows continuously, offering 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 content the company already has, such as websites, internal documents, and past interactions, ensuring more accurate and personalized responses. Additionally, it allows for ‘personified’ interactions, creating emotionally intelligent communication tailored to the target audience.”
The tool’s versatility allows for application across different sectors, from retail to healthcare and food. Businesses handling high volumes of customer interactions, such as e-commerce and service networks, benefit from automation to maintain 24/7 active support.
“Imagine a restaurant receiving dozens of orders and inquiries via WhatsApp daily. With traditional service, customers would face virtual queues, ignored messages, and lost orders. But with an AI-trained chatbot, responses are instant: the customer gets the menu, selects items, makes the payment, and receives confirmation—all without human intervention. This reduces errors and increases customer loyalty, as the process becomes swifter, more efficient, and interruption-free, providing a more satisfying 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. “Beyond simplifying sales, the solution accelerates communication with customers and suppliers, automating processes that once required time and manual effort,” explains.
With accelerated digitalization, response time will continue to be a decisive factor in 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 customer 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.