Aura Afro: How SleekFlow AI Transformed Customer Service

47%

reduction in losses from interrupted conversations

88%

first-contact resolution

Aura Afro is an e-commerce company specializing in the production of wigs made with highly realistic bioprotein fibers, designed to replicate the look and feel of human hair. The brand serves customers looking for aesthetic and functional solutions, many of whom are going through sensitive moments, such as alopecia or cancer treatment, making consultative customer service a decisive part of the purchasing experience.

The challenge

As demand grew, Aura Afro began facing an operational bottleneck.

The company received more than 100 new leads per day through WhatsApp and Instagram, but the entire operation was handled manually using canned responses and tags. As a result, response times were slow, conversations were difficult to track, and sales opportunities were constantly being lost.

The situation reached a point where the company had to pause paid campaigns because it simply did not have the capacity to serve all the incoming customers.

The main challenges were:

High message volume without the capacity to respond efficiently.
Customer service spread across multiple channels.
Slow response times, reducing conversion opportunities.
Lost opportunities due to a lack of follow-up.
Lack of a centralized sales process.

The solution

To address these challenges, Aura Afro implemented SleekFlow’s omnichannel platform, combining Artificial Intelligence, automation, and centralized conversation management.

The company brought WhatsApp, Instagram, and Messenger together in a single environment, allowing all customer interactions to be managed in an integrated way.

In addition to centralizing its channels, Aura Afro adopted:

A customized AI Agent, AurIA
Flow Builder for sales automation
Segmentation using properties and tags
Intelligent routing to human consultants
Complete conversation history

AI leads the conversation, while automations help turn that conversation into a controlled operational process. We can update properties, classify opportunities, trigger the sending of materials, and route the customer to the appropriate path.

Meire Oliveira

CEO of Aura Afro

Meet AurIA

The company’s AI agent was named AurIA, a combination of “Aura” and “AI.”

More than simply answering questions, AurIA was developed to represent the brand’s identity throughout the entire customer service experience, maintaining a welcoming, consultative tone aligned with the experience provided by human consultants.

Today, AurIA is responsible for:

Handling initial customer inquiries
Identifying the customer’s product of interest
Presenting the wigs’ features, prices, and differentiators
Answering frequently asked questions
Providing payment and shipping information
Automatically sending photos and catalogs
Qualifying the customer’s level of interest
Routing complex cases to human consultants with the full conversation context

This allows consultants to focus on interactions where human connection truly makes a difference.

Flow Builder + AI: an intelligent operation

According to Aura Afro, one of the most valuable aspects of SleekFlow is the integration between the AI Agent and Flow Builder.

While AI leads the conversation, automations execute operational processes in the background, such as:

Automatically updating properties
Classifying opportunities
Sending sales materials
Segmenting contacts
Routing customers to the right team

This combination transformed customer service into a structured sales process rather than simply a chatbot responding to messages.

AI enables businesses to serve customers simultaneously, reduce reliance on manual responses, and keep conversations active even when the team is occupied with other tasks.

Meire Oliveira

CEO of Aura Afro

Implementation

The implementation was carried out gradually.

Before activating the AI, the team organized the entire sales journey, structuring:

Product catalog
Commercial policies
Payment rules
Shipping information
Material distribution
Criteria for transferring conversations to human consultants
Consultant playbook

After this stage, the team conducted several tests using real-life scenarios to fine-tune the AI’s behavior and ensure it accurately reflected the company’s sales process.

The results

After implementing SleekFlow and the AurIA AI agent, Aura Afro achieved significant gains in operational efficiency and customer service quality.

The main results include:

More than 70% reduction in Average Wait Time (AWT): Customers began receiving responses in less than 30 seconds, eliminating long waiting periods and significantly reducing the risk of conversations being abandoned.
42% reduction in Average Handling Time (AHT): By automating frequently asked questions and repetitive stages of the sales journey, AI enabled the human team to handle interactions more quickly and efficiently.
88% First Contact Resolution (FCR): Most requests, especially from top-of-funnel customers looking for information such as prices, products, and availability, were resolved without human intervention.
34% increase in opportunity recovery: With smart automations and follow-ups, more interrupted conversations were resumed, increasing the chances of conversion.
47% reduction in lost opportunities from interrupted conversations: The combination of AI, automation, and centralized management ensured greater continuity in customer service, preventing potential customers from being overlooked throughout the journey.

Beyond these operational metrics, the company highlights a strategic benefit: significantly reducing lost opportunities caused by slow responses or a lack of continuity in customer service.

Impact on the team

With AI taking over repetitive tasks, consultants began dedicating more time to conversations that require knowledge, empathy, and negotiation.

Today, the team receives already-qualified customers with the full conversation history available, allowing them to provide more personalized service and increase the chances of conversion.

The future of AI in customer relationships

For Aura Afro, Artificial Intelligence does not replace people.

Its main role is to handle repetitive activities, ensure continuity across conversations, organize information, and recover opportunities, while professionals focus their efforts on the stages where the human factor generates the most value.

The company also plans to expand its use of AI to post-sales, repurchase, and ongoing customer relationship initiatives.

Advice for other companies

According to Aura Afro, e-commerce businesses that rely on consultative customer service and handle high volumes of conversations can achieve significant gains with AI and automation.

However, success depends on having well-organized internal processes.

AI without a process simply automates disorganization. When there is a well-structured playbook in place, SleekFlow can turn customer service into a scalable, trackable, and more efficient operation.

Meire Oliveira

CEO of Aura Afro