Chatbots that analyze tone of voice and text reduce frustration in calls

Rapid customer response 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 those leads compared to those that take longer.

In addition, InsideSales data shows that the chances of converting a lead decrease by 80% after five minutes of initial contact. That is, the probability of qualifying 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 can simply leave and look for another option. In digital, the logic is the same, only that the competition is a click away. If a company takes time to respond to a message on WhatsApp or a quote email, loses the chance of conversion for those who arrived before.

Today, it is no longer a matter of just serving well, but of serving quickly and with quality. Response time defines the closing of a business and, in many cases, loyalty to the consumer. Who does not adapt, loses”, highlights Mateus Miranda, CIO of Irrah Tech, a company specializing in digital solutions for companies.

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.

Irrah Tech, for example, developed GPT Maker, a solution that creates and customizes chatbots to meet specific business demands.“Unlike traditional chatbots, which follow plastered streams, 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 highlights that this is because AI is able to respond more quickly and efficiently, dealing with simple questions and forwarding only the most complex cases to humans, without interrupting the flow of interaction, that is, without pauses or breaks in the natural sequence of the conversation. “The gain of time is mainly due to the ability to provide immediate answers, reduce waiting and optimize the process of problem solving. For example, in a traditional service, the customer can wait for time-consuming answers, need to repeat information or be transferred from one attendant to another. Already with the mentioned system, the flow of communication is maintained in a continuous way, providing a faster and without interruptions.

CHATBOT learns and creates intelligent communication emotionally

Miranda explains that GPT Maker is not an ordinary chatbot. “It learns from the content that the company already has, such as websites, internal documents and previous calls, ensuring more accurate and personalized answers.In addition, it allows 'ISpersonify the interaction, creating a communication with emotional intelligence adjusted to the profile of the target audience.”

The versatility of the tool allows application in different sectors, from retail to health and food. Companies that deal with large volume of 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 requests and questions by WhatsApp every day. With a traditional service, customers would face virtual queues, ignored messages and lost orders. Already with an AI-trained chatbot, the answers are instant: the consumer receives the menu, chooses the items, makes the 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 satisfactory service experience and without setbacks.

In the fashion sector, automation is also already a reality. Kigi, another IRRAH product, 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 customers and suppliers, automating processes that previously required time and manual effort”, he explains.

With accelerated scanning, response time will continue to be a determining factor for the customer experience. Tools like Shoot There and Plug Chat, both from Irrah Tech, are already being adopted by companies that want to optimize the use of WhatsApp for marketing automation and customer service management.

“Technology does not replace the human factor, but complements it. In the end, what the consumer wants is an agile, personalized and frustration-free experience.And AI is the best ally to deliver this”, concludes the expert.