Ingredients

OrderGroove, Zendesk, and Kodif.

What are AI Policies?

At Kodif, we’re excited to announce the launch of Policies—a powerful, dynamic solution designed to revolutionize the way CX managers handle customer support. Unlike traditional flows, which are rigid and complex, Policies empower non-technical users to create and manage customer interactions with ease. Written in natural language, Policies make it simple to define and refine customer experiences without needing to rely on complicated flowcharts or scripting. This approach is not only user-friendly but also self-serve, enabling CX teams to quickly translate existing Standard Operating Procedures (SOPs) into automation, saving valuable time and resources.

The flexibility of Kodif Policies ensures that businesses can offer personalized, context-driven support while continuously improving customer experiences. With Policies, you can experiment with different strategies to optimize outcomes such as CSAT, revenue, and retention—all without the need to rebuild complex workflows. Whether it’s automating routine interactions or testing new approaches for high-stakes scenarios, Policies provide a scalable, adaptable solution that aligns with your business goals. While flows still have their place in sensitive, high-risk situations, Policies offer an agile alternative that helps businesses innovate faster and deliver exceptional, tailored experiences at scale.

“Skip next shipment” ticket type explained

In customer support, a “Skip Next Shipment” request allows customers to pause their upcoming scheduled delivery without canceling their subscription entirely. This is particularly useful for subscription-based businesses where customers may have periodic deliveries but sometimes need to adjust their schedules due to changes in consumption patterns, upcoming travel, or other personal reasons. Efficiently handling these requests helps enhance the customer experience by offering flexibility and maintaining subscription satisfaction.

Which Platforms does this AI policy work on?

This AI policy specifically operates on OrderGroove, Zendesk, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, ensuring a versatile approach to customer support automation.

When should I use this policy?

Use this policy when a customer reports that they have not received their shipment despite the order being marked as delivered or expected.

Policy Logic

1. Ask for the user’s email address:
2. Use @get_ordergroove_account_details(email: str) tool to check if a user with that email address exists in OrderGroove.

3. Ask for the order number of the shipment in question.

4. Retrieve and Verify Order Details:

5. Use @ordergroove_order_details(order_id: str) to fetch the order details.
6. Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).

7. If the status is “Delivered,” verify the delivery date and address.

8. Check Tracking Information:

9. Use @get_tracking_info to review the shipment’s tracking details.
10. Confirm if the carrier has marked the shipment as delivered.

11. Note any discrepancies (e.g., tracking stopped updating, incorrect delivery address).

12. Gather Additional Details from the Customer:

13. Ask the customer to confirm if they’ve checked with household members or neighbors.
14. Ask if the carrier left a notice or placed the shipment in a designated area (e.g., mailbox, porch).

15. Request the customer to confirm that they have not received the shipment despite these checks.

16. If Tracking Confirms Delivery:

17. Inform the customer that the shipment is marked as delivered but offer to investigate further.
18. Open a claim with the carrier using @file_carrier_claim(order_id: str).

19. Notify the customer that you will follow up once the claim is resolved.

20. If Tracking Shows No Delivery:

21. Inform the customer that the shipment appears lost in transit.
22. Offer a resolution: Reship the order using the #Reshipment Policy or issue a refund with the #Refund Policy.

Example Policy

1. Ask for the user’s email address:
2. Use @get_ordergroove_account_details(email: str) tool to check if a user with that email address exists in OrderGroove.

3. Ask for the order number of the shipment in question.

4. Retrieve and Verify Order Details:

5. Use @ordergroove_order_details(order_id: str) to fetch the order details.
6. Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).

7. If the status is “Delivered,” verify the delivery date and address.

8. Check Tracking Information:

9. Use @get_tracking_info to review the shipment’s tracking details.
10. Confirm if the carrier has marked the shipment as delivered.

11. Note any discrepancies (e.g., tracking stopped updating, incorrect delivery address).

12. Gather Additional Details from the Customer:

13. Ask the customer to confirm if they’ve checked with household members or neighbors.
14. Ask if the carrier left a notice or placed the shipment in a designated area (e.g., mailbox, porch).

15. Request the customer to confirm that they have not received the shipment despite these checks.

16. If Tracking Confirms Delivery:

17. Inform the customer that the shipment is marked as delivered but offer to investigate further.
18. Open a claim with the carrier using @file_carrier_claim(order_id: str).

19. Notify the customer that you will follow up once the claim is resolved.

20. If Tracking Shows No Delivery:

21. Inform the customer that the shipment appears lost in transit.
22. Offer a resolution: Reship the order using the #Reshipment Policy or issue a refund with the #Refund Policy.

Explore more AI policies