Create unforgettable customer experiences with AI
Customers come first, but their needs don't always file neatly into a queue. Sometimes, customer expectations are rising faster than support teams can scale. Make connects your Customer Experience (CX) infrastructure and AI into workflows that onboard customers, route tickets with suggested resolutions and resolve customer inquiries from your knowledge base. Every step runs on a visual canvas your CX team can trust.
How does AI & automation in customer experience work?
Make connects your customer experience apps across support platforms, CRMs, communication tools, knowledge bases, and monitoring systems. Automated workflows handle onboarding sequences, ticket queues, and education resource delivery.
AI adds a layer on top: categorizing tickets by intent, attaching relevant resolution articles, or deploying an AI agent that queries your systems, pulls customer context, and resolves inquiries directly, escalating to a human only when needed. Every step runs on a visual canvas your CX team can see, audit, and trust.
Use Cases
Explore automated CX solutions
Customer Onboarding
Manual onboarding has a predictable failure mode. Someone needs to send the welcome email, provision the account, assign an internal kickoff task, and attach the right documentation — and all of that depends on the right person seeing the new customer notification at the right time. When they are out, or busy, or just miss it, the customer waits. The first experience of your product is an unimpressive silence.
In Make, you can connect your CRM so that when a new customer is confirmed, a reliable and pre-defined onboarding sequence starts automatically. Welcome messages are sent, accounts are provisioned, onboarding materials delivered, and even follow-up tasks are assigned to the right team members. Every step is logged on the canvas, so if something does not complete, the gap is immediately visible rather than discovered weeks later in a support ticket.
AI Support Ticket Routing with Resolutions
Support teams receive hundreds of tickets daily. In most support teams, a ticket arrives and sits in a general queue until a manager reviews it, tags it, and assigns it to the right person. Then, they start searching the knowledge base to piece together a response. The ticket contains all the information needed to do the triage automatically — but nobody has connected the dots.
In Make, you can connect your ticketing system so that when a new ticket arrives, AI reads the content, classifies the issue type and complexity, routes it to the right team, and attaches the most relevant documentation articles before any agent opens the ticket. Triage happens in seconds. Agents arrive at a ticket that is already labelled, assigned, and equipped with suggested resolutions. Classification is consistent across every shift and every volume spike, with no variation by shift or manager. Also, misrouting rate drops as AI classification replaces manual tagging! Ultimately, customers receive support more quickly and customer support agents receive greater focus.
Knowledge support agent
Most support queues are full of questions your documentation already answers. In Make, you deploy an agent that takes a customer inquiry, searches your knowledge base, judges whether it has enough context, and either delivers a direct answer or escalates to a human with the full research path attached. First-response time on routine inquiries drops from hours to seconds. Support staff handle fewer repetitive tickets and focus on cases that actually need judgment. Every resolution path is logged and auditable, giving operations a clear view of what customers ask, where documentation gaps exist, and where agent handoff rates signal a training need. The same pattern works for internal HR and IT helpdesks.
Voice of Customer Summary
In an ideal world, CX and product teams see the same picture. Feedback comes in from everywhere — support tickets, NPS surveys, app store reviews, in-app forms, review platforms.
In Make, you can pull feedback from all connected channels on a regular schedule and run it through AI that extracts recurring themes, sentiment patterns, and notable outliers. The output is a single structured report — top issues, top praise, anything that stands out — delivered automatically to your CX and product leads. Both teams work from the same view. Patterns surface early enough to act on them, and the knowledge flows between different teams.
Customer Satisfaction and Reviews Collection
Most review collections happen on a batch schedule, days after fulfillment. The moment of peak satisfaction — just after delivery — passes without anyone asking. Meanwhile, the customers who had a frustrating experience are the ones most likely to leave a review unprompted.
In Make, you can trigger a follow-up the moment an order status updates are delivered on your e-commerce platform. A satisfaction check goes out, and customers who respond positively get a review request with a direct link. Customers who flag a problem route into a support workflow for proactive follow-up — before they post anywhere public. The timing is automatic and consistent, tied to actual delivery, and enables you to increase review request volume without manual list management. Use AI to analyze and classify sentiment automatically so that you act with urgency on the most critical feedback. Happy customers get asked for reviews, unhappy ones get a call, and your brand is thriving.
Benefits of AI-powered automation in CX
Make handles CX workflows across the full spectrum on one platform: from automated onboarding and post-purchase follow-up to AI-powered feedback analysis to agents that resolve customer inquiries across your connected systems.
Onboarding starts the moment a customer signs up. Follow-ups are tied to real events, not a batch schedule. Agents resolve routine inquiries directly so your team can focus on handling what really needs human judgment.
Customized onboarding experience, automatic follow-ups. AI consistent analysis across every feedback channel. When a customer inquiry arrives, let an agent find the right answer instantly . Every step being logged on the canvas.
When your CX tools are connected, your team sees the full picture. AI can surface patterns and flag at-risk accounts. Agents can interact with the user based on their own customer journey, every interaction feels specific, not scripted.
How to automate your customer experience processes
Here's what you need to start automating your customer experience workflows.
Identify the CX processes that cost your team the most time or impact your customers in the biggest way. It can be copying and pasting customer details between your billing platform and helpdesk, or digging through outdated wikis while a customer waits on hold. Identify the pain: that's your first workflow.
Select a robust platform, like Make, that integrates with your CRM and support systems, and supports the full spectrum of your needs — from simple ticket routing to knowledge agents.
Find Make's ready-to-use customer experience templates to deploy quick solutions for common CX tasks.
Develop automation workflows that handle customer interactions across every touchpoint. Add AI modules where you need ticket categorization. Manage everything from Make Grid.
Learn from business turning automation vision into reality
FAQ
How it works
Traditional no-code iPaaS platforms are linear and non-intuitive. Make allows you to visually create, build, and automate without limits.
References
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