In celebration of Consumer Rights Day, a Sinch, global leader in cloud communication, alerts brands about a crucial challenge: the digitalization of customer service is no longer an option, another necessity.In a world where consumers demand immediate and personalized responses, companies that do not adopt chatbots with Artificial Intelligence run the risk of losing customers and falling behind in a highly competitive market.
Today's consumers expect immediate and personalized responses. The technology of chatbots not only improves the customer experience, providing immediacy and service at any time of the day, 365 days a year, but also optimizes the resources of companiesexplains Mario Marchetti, head of Sinch in Latin America.
Brands without chatbots are at risk: the new reality of customer service
Consumer Day is not just an opportunity to reflect on your rights and needs, but also to analyze the new expectations of the Brazilian market. According to the latest Map of the Brazilian Bot Ecosystem, produced by Mobile Time, Brazil currently has 164 thousand chatbots in operation, a growth of 14% compared to 2023. These chatbots conduct an average of 705 million sessions per month, what does an average of 4 represent.300 monthly services per bot.
According to a study by Sinch, 65% of consumers prefer to interact with companies through automated channels, like chatbots, due to the speed and accuracy of the responses. Furthermore, the companies that implemented these solutions reported a 50% increase in customer satisfaction and greater loyalty.
When we asked consumers what they valued most in their relationship with a new company in the Sinch Connections report, 32% of respondents said it was the ability to track the status of their orders. Customers demand frequent information, and the companies that offer them are establishing suitable foundations for more lasting relationships with their audience.
In this scenario, WhatsApp stands out as the preferred channel for bot operation, with 77% of developers stating that it is where they have the most bots in operation. The messaging app is installed on 98% of Brazilian smartphones and is present on the home screen of more than 50% of these devices, segundo pesquisa Panorama Mobile Time/Opinion Box. It is also the channel where most developers have tried to create bots: 94% of 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 the digitalization of customer service, brands must respect the fundamental rights of consumers, ensuring data protection and transparency in the use of your personal information. A crucial aspect is the opt-in process, that ensures consumers provide explicit consent before receiving marketing messages or automated service. Brands should avoid being intrusive, ensuring that messages are sent only to consumers who have given their consent in a clear and simple manner.
Furthermore, it is essential to comply with A2P (Application-to-person) regulations. Companies must ensure that their communications are legitimate and comply with local and international regulations to avoid legal issues. Sinch guarantees that its communication solutions meet all A2P requirements, ensuring that messages are sent securely and respect consumer privacy.
Security in digital communication: how Sinch protects consumers
In Sinch, the security of consumer data is a priority. The cloud communication platform meets the highest security standards, including compliance with international regulations such as the GDPR (General Data Protection Regulation, in English. Sinch uses advanced end-to-end encryption to ensure that all information transmitted through our channels, like WhatsApp, SMS and email, be kept safe and private.
Why chatbots are essential for businesses in 2025
- Immediacy and availability 24 hours a dayconsumers are no longer willing to wait. A chatbot can handle thousands of inquiries simultaneously, improving service efficiency.
- Personalization at scaleartificial intelligence allows chatbots to analyze past interactions and provide responses tailored to the customer's needs.
- Reduction of operational coststhe implementation of chatbots reduces the workload of traditional customer service centers, solving automatic issues, such as order status or frequently asked questions, allowing human agents to focus on more complex inquiries.
- Multichannel integrationwith Sinch, companies can manage customer service through WhatsApp, SMS, email and other channels in a single platform.
"Brands that do not adopt automated communication solutions risk losing customers to competitors who do". In 2025, the digitization of customer service is a decisive factor for loyalty. In Sinch, we have clients who have simplified the process to the point of making payments through channels like 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 increasing adoption of chatbots in Brazil demonstrates the importance of digitalizing 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 the expectations of the modern consumer
