Customer Service · Blog · 🇬🇧 United Kingdom · via agentusecases.ai
British car dealer group automates its customer service SMS
Stellantis &You UK closes out messages that need no action and flags unhappy customers.
- Profession
- Customer Service Manager
- Tools
- Make, OpenAI
- Source
- make.com ↗
- Country
- 🇬🇧 United Kingdom
- Found via
- agentusecases.ai (Alex Finn) ↗
- Report date
- no date
- Verified on
- October 25, 2026
What they did
The dealer group built a two-way SMS workflow in Make, connecting Knack, ClickSend and OpenAI sentiment analysis. Every message is read; those that need no action are closed and negative ones go to the team.
How it went
Make's guide presents the case as an efficiency gain in customer service.
Good to know
Sentiment analysis misses irony; review the borderline cases.
The prompt
Classify these customer messages [paste] as: no action needed, simple question, complaint or urgent. For simple questions, suggest a short reply; for complaints, summarize the problem for the team.
Replace what is in [brackets]. Prompt written by us from the account, not a literal copy of the source. Do not paste other people’s personal data (privacy laws such as LGPD and GDPR apply).
Summary in our own words. Results as stated in the original account; we have not tested or audited them. Read the source ↗ Case found via agentusecases.ai (Alex Finn); text and prompt rewritten by us. Found a mistake?
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