2025 · Hospitality & customer service
AI customer feedback classification and routing (n8n)
An AI workflow that reads new customer feedback from Google Sheets, classifies it by type (question, problem, suggestion) and area (kitchen, delivery, service), updates the sheet and emails the right department.
- Year
- 2025
- Industry
- Hospitality & customer service
- Platform
- n8n workflow automation
- Client region
- International
- Status
- Delivered to client
The brief
What the client needed
Feedback piled up in a spreadsheet. Someone had to read every row, decide who should see it and forward it, so urgent problems waited and patterns were hard to spot.
What we delivered
Shipped to the client
- Trigger on new feedback rows in Google Sheets
- AI categorisation with Google Gemini and a structured output parser
- Normalised category and area labels written back to the sheet
- Rules-based routing to Kitchen, Delivery, Service or Fallback via Gmail
Key features
Faster response
Issues reach the right team automatically.
Structured data
Every row labelled for reporting.
Reliable output
Structured parsing keeps AI labels consistent.
Technology
Next step
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