Ingredients

BigCommerce, 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.

“Get order info” ticket type explained

In customer support, the “Get order info” ticket type refers to inquiries from customers seeking detailed information about their orders. This typically includes questions about order status, tracking information, estimated delivery dates, and any potential delays. Efficiently managing these inquiries is crucial, as it directly influences customer satisfaction and retention. Streamlining the process of accessing and delivering this information can significantly reduce the workload on support teams while enhancing the customer experience.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on BigCommerce, Zendesk, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring a comprehensive and versatile solution for your customer support needs.

When should I use this policy?

This policy should be utilized when customers want to know the status of their orders. The logic is simple yet effective. You can use the following steps to streamline the process:

1. Ask for the user’s email address:
2. Use the @get_bigcommerce_account_details tool to verify if the user with that email address exists in BigCommerce.
3. If the email address is not found, request a valid email address.

4. If still not found, route it to an agent for further assistance.

5. Display Recent Orders:

6. Use @get_bigcommerce_orders to fetch the user’s recent orders.
7. Show the list of recent orders and ask the customer which specific order they wish to inquire about.

8. If the order is not found, escalate to an agent for further investigation.

9. Check Order Status:

10. For the selected order, retrieve the shipping status using @bigcommerce_order_details(order_id: str).
11. Provide updates based on the order status: “Approved”, “Processing”, “Pending Shipment”, “Shipped”, “In Transit”, “Delivered”, or “Canceled”.
12. If there are any discrepancies, route the inquiry to an agent or escalate for further investigation.

Policy logic

This policy is particularly useful for managing WISMO (Where Is My Order?) inquiries. It helps answer customer questions regarding the status of their orders. The logic follows a structured approach to ensure all customer inquiries are addressed efficiently.

1. Ask for the user’s email address:
2. Use @get_bigcommerce_account_details to verify if the user with that email address exists in BigCommerce.
3. If not found, ask for a valid email address.

4. If still not found, escalate to an agent.

5. Display Recent Orders:

6. Retrieve recent orders using @get_bigcommerce_orders.
7. Present the list and ask which order the customer is inquiring about.

8. If not found, escalate to an agent.

9. Check Order Status:

10. Retrieve status using @bigcommerce_order_details(order_id: str).
11. Inform the customer based on the status: “Approved”, “Processing”, “Pending Shipment”, “Shipped”, “In Transit”, “Delivered”, or “Canceled”.
12. For discrepancies, escalate to an agent or create a ticket.

Example policy

Here’s how you can implement this policy using BigCommerce and Zendesk:

1. Ask for the user’s email address:
2. Use @get_bigcommerce_account_details to verify email.
3. Request a valid email address if not found.

4. Route to an agent if still not found.

5. Display Recent Orders:

6. Use @get_bigcommerce_orders to fetch orders.
7. Ask the customer which order they are inquiring about.

8. Escalate to an agent if the order is not found.

9. Check Order Status:

10. Retrieve the shipping status with @bigcommerce_order_details(order_id: str).
11. Inform the customer based on order status.
12. Escalate discrepancies to an agent or create a ticket.

Explore more AI policies