Speed in responding to the customer is the line that separates success from frustration. A study by Harvard Business Review reveals that companies that contact potential clients within one 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 of 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 served quickly may simply leave and look for another option. In digital, the logic is the same, only now the competition is just a click away. If a company takes too long to respond to a WhatsApp message or a quotation email, it loses the chance of conversion to those who arrived earlier.
"Today, it's no longer just about providing good service, but about providing quick and quality service. Response time determines the closing of a deal and, in many cases, builds customer loyalty. Those who do not adapt lose ground," emphasizes 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 stood out as a crucial tool to bring brands and customers even closer together.
Irrah Tech, for example, developed GPT Maker, a solution that creates and customizes chatbots to meet the specific needs of companies. Unlike traditional chatbots, which follow rigid flows, the Irrah Tech system interprets contexts and adjusts the tone of voice according to the client, speeding up service by up to 50% compared to traditional systems.
The CIO also highlights that this occurs because AI is capable of responding more quickly and efficiently, handling simple issues and only forwarding the more complex cases to humans, without interrupting the flow of interaction, that is, without pauses or breaks in the natural sequence of the conversation. The time savings are mainly due to the ability to provide immediate responses, reduce waiting time, 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 representative 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 previous interactions, ensuring more accurate and personalized responses. Additionally, it allows for 'personalizing' the interaction, creating communication with emotional intelligence tailored to the target audience's profile.
The versatility of the tool allows application in different sectors, from retail to health and food. Companies that handle large 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.
"Think of 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 customer receives the menu, chooses items, makes the payment, and receives confirmation, all without human intervention. This reduces errors and increases customer loyalty, as the process becomes faster, more efficient, and uninterrupted, providing a more satisfying and hassle-free service experience."
In the fashion industry, automation is also already a reality. Kigi, another product from IRRAH, is an ERP integrated with WhatsApp and an e-commerce platform aimed at retailers in this segment. "In addition to facilitating sales, the solution streamlines communication with clients and suppliers, automating processes that previously required time and manual effort," he explains.
With accelerated digitalization, response time will continue to be a key factor in the 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 does not replace the human factor, but complements it. Ultimately, what the consumer wants is a quick, personalized, and frustration-free experience. And AI is the best ally to deliver that," concludes the expert.
