Consumer Day: adoption of customer service chatbots grows 14% in Brazil, with an average of 705 million monthly sessions

In celebration of Consumer Rights Day, Sinch, a global leader in cloud communications, warns brands of a crucial challenge: digitizing 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 chatbots risk losing customers and falling behind in a highly competitive market. 

“Today's consumers expect immediate and personalized answers. Chatbot technology not only improves the customer experience by providing immediacy and service at any time of the day, 365 days a year, but also optimizes the capabilities of companies”, and explains Mario Marchetti, head of Sinch in Latin America. 

Brands without chatbots are at risk: the new reality of customer service 

Consumer Day is not only an opportunity to reflect on their rights and needs, but also to analyze the new expectations of the Brazilian market. According to the latest Map of the Brazilian Bots Ecosystem, produced by Mobile Time, Brazil currently has 164 thousand chatbots in operation, an increase of 14% compared to 2023. These chatbots perform an average of 705 million sessions per month, which represents an average of 4,300 monthly calls per bot. 

According to a Sinch study, 65% of consumers prefer interacting with companies through automated channels such as chatbots due to the speed and accuracy of responses.In addition, companies that have implemented these solutions have reported a 50% increase in customer satisfaction and greater loyalty. 

When we asked consumers what they valued most about their relationship with a new company in Sinch's Connections report, 32% of respondents responded that it was the ability to track the status of their orders. Customers require frequent information, and the companies that offer them are laying the proper foundation for longer-lasting relationships with their audience. 

In this scenario, WhatsApp stands out as the preferred channel for the operation of bots, with 77% of the developers stating that it is where they have more bots in operation. The messaging application is installed in 98% of Brazilian smartphones and present on the home screen of more than 50% of these devices, according to Panorama Mobile Time/Opinion Box survey. It is also the channel where most developers have already tried to create bots: 94% of the respondents have already created at least one bot for WhatsApp in Brazil. 

Importance of transparency and consent: Opt-in and A2P 

In the context of digitizing customer service, brands must respect the fundamental rights of consumers by ensuring data protection and transparency in the use of their personal information. A crucial aspect is the opt-in process, which ensures that consumers provide explicit consent before receiving marketing messages or automated service. Brands should avoid being invasive, ensuring that messages are sent only to consumers who have given their authorization in a clear and simple way. 

In addition, compliance with A2P (Application-to-person) regulations is critical. Companies must ensure that their communications are legitimate and comply with local and international regulations to avoid legal problems.Sinch ensures that their communication solutions meet all A2P requirements, ensuring that messages are sent securely and respect consumer privacy. 

Digital communication security: how Sinch protects consumers 

At Sinch, consumer data security is a priority.The cloud communications platform meets the highest security standards, including compliance with international regulations such as GDPR (General Data Protection Regulation). Sinch uses advanced end-to-end encryption to ensure that all information transmitted through our channels such as WhatsApp, SMS and email is kept secure and private. 

Why are chatbots essential for businesses in 2025? 

• Immediacy and availability 24 hours a day: consumers are no longer willing to wait. A chatbot can serve thousands of queries simultaneously, improving the efficiency of service. 
• Customization on a large scaleartificial intelligence allows chatbots to analyze past interactions and offer responses tailored to customer needs. 
• Reduced operating costs: implementing chatbots reduces the burden of traditional call centers by resolving automatic issues such as order status or frequent queries, allowing human agents to focus on more complex queries. 
• Multi-channel integration: with Sinch, businesses can manage customer service through WhatsApp, SMS, email and other channels on a single platform. 

“Brands that fail to adopt automated communication solutions risk losing customers to competitors that do. In 2025, the digitization of customer service is a decisive factor for loyalty. At Sinch, we have customers who have simplified the process to the point of making payments through channels such as WhatsApp, simplifying 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 digitizing customer service. Companies that have not yet 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 offer customer service experiences that not only satisfy, but exceed modern consumer expectations.