Ingredients

Magento, Salesforce Service Cloud, 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.

“Cancel order” ticket type explained

In customer support, a “Cancel order” ticket is a request initiated by the customer to cancel an order they have placed. This process can be straightforward or complex, depending on the order status and company policies. Addressing these tickets effectively requires a balance between maintaining customer satisfaction and adhering to business rules. By automating this process through AI policies, businesses can streamline cancellations, offer retention strategies, and minimize the impact on customer relationships.

Which Platforms does this AI policy work on?

This AI policy functions seamlessly on Magento, Salesforce Service Cloud, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring comprehensive support across diverse e-commerce and service management environments.

When should I use this policy?

Use this policy when customers want to cancel orders and the process calls for a retention step. This situation often arises when a customer expresses dissatisfaction or changes their mind after placing an order. By embedding retention strategies within the cancellation process, businesses can potentially salvage the sale and enhance customer loyalty.

Policy logic

1. Customers wishing to proceed with a cancellation can do so via the #Single_order_cancellation_policy.
2. Provide Cancellation Alternatives:
   • Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current order if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current order.
3. Confirm Retention Decision:
4. Ask the user if they are interested in one of the retention options.
5. If the user accepts:
   • Apply the agreed-upon retention offer using relevant tools (@set_discount_to_order, @upgradeshipping, etc.).
   • Inform the user about the updated order details.
   • Use @send_async_message(message: str) to confirm the retention offer application.
6. If the user declines:
   • Proceed with the order cancellation as per the #Single_order_cancellation_policy.
7. Post-Retention Follow-up:
8. Thank the user for choosing to keep their order and reiterate any benefits or bonuses.
9. Ensure the user receives a follow-up message confirming their retention offer.
10. Escalation:
11. If additional concerns arise, route the case to an agent.
12. If the user insists on cancellation, proceed as outlined in the cancellation policy.

Example policy

1. Customers wanting to cancel can engage with the #Single_order_cancellation_policy:
2. Provide alternatives such as:
   • Discount Offer: Use @set_discount_to_order for discounts.
   • Shipping Upgrade: Free expedited shipping upgrade.
   • Product Swap: Swap product option at no extra cost.
   • Future Discount: Future purchase discount offer.
3. Retention Confirmation:
4. Confirm interest in retention options.
5. If accepted, apply retention tools and notify the user.
6. If declined, proceed with cancellation procedures.
7. Follow-up and Escalation:
8. Express gratitude if retention is accepted.
9. Confirm application of retention offers.
10. Escalate if further assistance is needed.

Explore more AI policies