Ingredients

BigCommerce, Freshdesk, 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 type refers to requests from customers who wish to cancel their existing orders. This type of inquiry is crucial as it typically involves customer dissatisfaction or change of mind, and can impact a business’s revenue and customer retention. Addressing such tickets effectively involves offering solutions that can potentially retain the customer’s business, such as discounts or alternative products. Managing these interactions with tact and efficiency can transform a potentially negative experience into a positive one, enhancing customer loyalty and satisfaction.

Which Platforms does this AI policy work on?

This AI policy works seamlessly on BigCommerce, Freshdesk, and Kodif. Moreover, Kodif integrates with all major platforms, ensuring a broad range of applicability and ease of use across different systems.

When should I use this policy?

This policy should be used when customers want to cancel orders and the process involves a retention step. The policy is designed to offer alternatives to cancellation, aiming to retain the customer’s business by presenting attractive options. It utilizes a straightforward logic where the user is prompted with retention offers before proceeding with the cancellation. This strategy not only helps in maintaining revenue but also improves customer relations by showing flexibility and understanding.

Policy logic

To use this policy, follow a structured approach where you type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen. Here’s a step-by-step breakdown of the logic:

1. Customer Initiates Cancellation: Begin with the #Single_order_cancellation_policy by providing cancellation alternatives.

2. Retention Options: Offer various incentives to retain the order, such as:

   • Discount Offer: Use @set_discount_to_order to provide a discount (e.g., 10% or 15%) on the current order.
   • Shipping Upgrade: Offer free expedited shipping.
   • Product Swap: Propose swapping the item for another product of equal or higher value at no cost.
   • Future Discount: Provide a future purchase discount (e.g., a 20% coupon for the next order).

3. Confirm Retention Decision:

4. Acceptance: If the user chooses a retention offer:
   • Apply the chosen offer using the appropriate tools (@set_discount_to_order, @upgrade_shipping, etc.).
   • Notify the user of the updated order details and confirm via @send_async_message.

5. Decline: If the user declines the retention offers, proceed with the order cancellation as per the #Single_order_cancellation_policy.

6. Post-Retention Follow-up:

7. Thank the user for retaining their order and reiterate any benefits.

8. Ensure the user receives confirmation of the retention offer application.

9. Escalation:

10. If there are additional concerns or the user insists on cancellation, route the case to an agent and proceed with the cancellation as outlined in the policy.

Example policy

The policy follows the same logic as described above, adapted to the specific platforms BigCommerce and Freshdesk. For instance, replace commands like @shopify_order_details with @bigcommerce_order_details to suit the respective platform. Use lowercase and connect words in platform-specific commands, ensuring seamless operation across these systems.

To explore more AI policies, visit the link below:

Explore more AI policies