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.
Make connects your customer experience integrations 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.
.png)
11 use cases found
Remind customers of upcoming appointments
Set up automated appointment reminders that pull the next day's bookings, text each consenting customer the details with a reschedule link, and log every send on the appointment record.
Remind customers of upcoming appointmentsCorrect shipping addresses before orders ship
Run shipping address validation on every customer request, change shipping addresses on orders not yet picked, and alert the fulfillment team when a change arrives too late.
Correct shipping addresses before orders shipFlag negative customer feedback
Interpret incoming customer feedback, log entries with their sentiment, and notify the customer support team about negative signals.
Flag negative customer feedbackRetrieve customer context in Claude
Pull account, plan, usage, and error logs from internal systems into Claude, giving reps AI agent assist and AI log analysis for faster AI customer support.
Retrieve customer context in ClaudeEscalate low satisfaction survey responses
Turn low survey scores into closed loop feedback by alerting the agent's team lead with the score, comments, and ticket link, and logging each flagged response for customer satisfaction tracking.
Escalate low satisfaction survey responsesResolve support inquiries from knowledge base
Power your knowledge base chatbot with an AI customer service agent that searches internal documentation, adds web research when the docs fall short, and returns consistent answers without escalation.
Resolve support inquiries from knowledge baseSurface SLA breaches for support leaders
Replace manual SLA tracking with daily SLA monitoring that compares each open ticket's elapsed time against its targets and emails the support leader a digest of breaches ranked by severity.
Surface SLA breaches for support leadersResolve order requests from chat
Give support teams an AI agent for customer support that reads order requests in team chat, decides whether to look up or update the record in your ecommerce order management system, and posts the result back in the conversation.
Resolve order requests from chatRoute support tickets to specialists
Bring help desk automation to your support queue by categorizing each new ticket with AI, applying skills based routing to reach the right specialist, and giving agents AI agent assist with the most relevant knowledge base articles.
Route support tickets to specialistsMake 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.
.svg){kind=icon}
%201.svg)
+2
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.
.avif)
+2
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 is logged on the canvas.
.svg){kind=icon}
+2
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.
Here's what you need to start automating your customer experience workflows.
Pinpoint customer touchpoints
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.
Choose the right automation platform
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.
Browse templates
Find Make's ready-to-use customer experience templates to deploy quick solutions for common CX tasks.
Build a tailored workflow
Develop automation workflows that handle customer interactions across every touchpoint. Add AI modules where you need ticket categorization. Manage everything from Make Grid.
Success stories
Support
Everything you need to know about the AI Customer Experience Automation. Can’t find the answer you’re looking for? Please chat to our team.
AI customer experience (CX) automation connects your support tools to manage how customers are onboarded, supported, and retained. Make lets you build automated workflows that handle onboarding sequences, post-purchase follow-ups, and education delivery. Automating support ticket triaging or lead scoring can also help CX teams level up their efficiency.
You can add AI-enhanced steps that analyze customer feedback or categorize incoming inquiries. And you can deploy AI agents that query your systems, pull customer context, and resolve questions directly, escalating to a human only when needed. All three levels run on the same visual canvas.
An AI agent in Make is a workflow where the AI determines what steps to take based on the goal you define. For customer experience, the Knowledge Support Agent is a practical example: it receives a customer inquiry, queries your connected systems, decides whether additional research is needed, and delivers an answer with full context. Every interaction is logged on the visual canvas.
The highest-impact areas are onboarding (where consistency at scale matters most), routine inquiry resolution (where an AI agent can handle volume without pulling your team away from complex cases), and post-purchase follow-ups (where timing tied to real events outperforms batch schedules). AI-enhanced feedback analysis also helps CX and product teams spot patterns early enough to act on them.
Integration with your existing CRM, support platform, and communication tools is essential. Beyond that, look for AI capabilities that go past simple triggers: knowledge base querying, feedback analysis, inquiry resolution. And look for visibility: a platform where every workflow step, every AI decision, and every agent interaction is logged and auditable. Make provides all of these on a visual canvas.
AI is the game-changer driving the future of CX automation since it has the power to transform customer interactions into personalized, intuitive experiences at scale. With AI, CX automation can go beyond simple tasks to predict customer needs, offer tailored recommendations, and even engage with customers in meaningful conversations.
As AI tools continue to evolve, they’ll keep empowering businesses to deliver experiences that increasingly feel like genuine, human-like connections, ultimately raising the bar for customer service.
Track response times, resolution rates, onboarding completion rates, and customer satisfaction scores before and after automation. For AI workflows, measure how accurately inquiries are categorized and how often exceptions need human correction. For agents, track the percentage of inquiries resolved without human input. Make's visual canvas logs every execution so you can tie each workflow to cost reduction and customer satisfaction outcomes.
Choose a workflow, get started for free and use Make's visual builder to create your AI automation or agent.
Start with Make's ready-to-use AI agents for most popular tasks, or browse pre-built CX templates to get running in minutes. You can get inspired with those to get started and find your own game-changing use case, and contact our team for more information and help in tailoring these use cases for your business.
A scenario represents a workflow or a project of your own creation, and it is made up of a series of modules that automate apps and services. Creating a scenario allows you to transfer and transform data between apps and services via these modules to automate anything and improve the way you work.
Mapping links the modules in your scenario. When you map an item, you connect the data retrieved by one module to another module to perform the desired action. For example, you can map email addresses and subject lines to create a spreadsheet using this data.
Make is built with enterprise-grade security. The platform is SOC 2 Type II certified and GDPR compliant, with encryption, SSO, and role-based access control. Every workflow step is logged and visible on Make's canvas, giving your team full transparency into how customer data moves through your systems.
