Masters of Make: Transforming customer experience with Make and AI

In our latest Community Challenge, "Transforming Customer Experience with Make and AI," we asked our users to showcase their automation expertise and claim the prestigious "Master of Make" title by demonstrating how they’ve used Make and AI to level up customer experience within their organizations.

We received an incredible number of submissions that demonstrated meaningful and creative solutions. In fact, the competition was so steep that we ended up crowning two winners: Soichiro Nishihara, CEO at Hosport, and Ondřej L, Installation Manager at LARX. Let’s take a closer look at the AI-driven solutions that earned them this recognition.

Hosport’s winning solution: AI-powered concierge for hotels

Hosport is a comprehensive AI-powered business process outsourcing (BPO) solution that transforms how hotels handle guest communications. Using Make, Hosport set out to address the growing burden of multilingual customer inquiries faced by Japanese hotels. With international tourism on the rise and labor shortages increasing, hotel teams had become overwhelmed with guest inquiries arriving through multiple channels — including phone, email, messaging apps, and online travel agency (OTA) platforms. This fragmented, manual approach led to various delays, inconsistencies, and stressful situations for staff, ultimately resulting in negative impacts on guest satisfaction and employee retention.

To tackle this, Hosport built an AI-powered concierge by connecting 57 automation scenarios using Make’s low-code automation. Their system brings together all communication channels in a single interface. By integrating Zendesk for ticket management, Kintone for FAQ management, and OpenAI’s Assistant API for AI-powered responses, the solution ensures that guest interactions are frictionless. 

Additionally, an escalation system automatically identifies complex inquiries and forwards them to human staff whenever necessary. To further level up hotels’ service capabilities, the system also supports voice interactions through Twilio, which makes voice call transcription and AI-powered responses possible for a comprehensive customer support experience.

Hosport's AI-powered concierge has significantly improved operational efficiency, reducing manual communication workload by 83-88%, cutting staff time from 3-4 hours to just 30 minutes daily. The AI system successfully resolves 72% of inquiries without human intervention by ensuring that only the most complex cases are escalated to staff. 

These improvements have ultimately led to faster response times, higher guest satisfaction, and more effective staff allocation, allowing hotel teams to focus on providing personalized services rather than routine inquiries.

LARX’s winning solution: Automated heating film quotation system

LARX are experts in electric underfloor heating. They were facing a bottleneck in their quotation process — more specifically, customers would submit floor plans, and LARX’s project engineers had to manually analyze them to generate a quote. This was an inefficient process that took several days and placed unnecessary strain on the team. In an effort to streamline things, LARX developed an automated solution that streamlines the quotation process for customers. The process begins when a customer fills out an online form and uploads their floor plan. This data is then transferred via a webhook and parsed for processing. Using Anthropic Claude, the system goes through three steps:

1. Identification: The system recognizes rooms, types, and total area.

2. Verification: It checks the accuracy of the recognition and assigns a confidence score.

3. Output generation: A summary of all key details is compiled.

Once it’s processed, the data is automatically transferred to Google Sheets, where all necessary material calculations are performed. The finalized quotation is then exported as a PDF, stored securely on Google Drive, and sent directly to the customer. Plus, customers receive a direct e-shop link with a pre-populated shopping cart, which allows them to instantly proceed with their order.

Now, LARX’s quotation time has been reduced from four days to mere minutes, which has significantly stepped up the efficiency of their workflow. This automation allows LARX’s engineers to shift their focus from time-consuming manual tasks to high-value customer interactions. As a result, customers benefit from an improved experience — in practical terms, they receive instant quotations and enjoy a seamless ordering process without any long waiting times and unnecessary delays.

Make and AI: The winning combination

The solutions built by Hosport and LARX are two examples of the transformative power of automation and AI in improving customer experience. Whether it’s streamlining multilingual guest communications for hotels or automating complex order processing for underfloor heating, these winning solutions highlight how Make enables businesses to turn ambitious ideas into reality — all without requiring extensive coding skills.

Interested in learning more? Explore our winners’ solutions and more in the Make Community.