Ingredients
Magento, Gladly, 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.
“Send replacement” ticket type explained
In the realm of customer support, the “Send replacement” ticket type is crucial for handling situations where customers require a new shipment due to problems with their original order. This can include lost packages, damaged goods, or incorrect items being delivered. Efficiently managing these tickets is essential for maintaining customer satisfaction and trust, as it reassures customers that the company is committed to resolving their issues promptly and effectively. Automating the process of sending replacements can significantly reduce the workload on support teams while ensuring a consistent and timely response to customer needs.
Which Platforms does this AI policy work on?
This AI policy is specifically designed to work seamlessly across Magento, Gladly, and Kodif. Moreover, Kodif boasts integration capabilities with all other major platforms, providing flexibility and scalability for businesses using diverse systems.
When should I use this policy?
This policy should be deployed when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment.
Policy Logic
- Ask for the user’s email address
- Use @get_magento_account_details(email: str) to verify if the user exists in Magento.
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Request the order number related to the shipment issue.
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Retrieve and Verify Order Details
- Use @magento_order_details(order_id: str) to fetch order details.
- Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).
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Review items in the order to verify what needs to be reshipped.
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Check Reshipment Eligibility
- Confirm the customer’s issue: lost shipment, damaged item(s), or incorrect item(s).
- Use @check_reshipment_eligibility(order_id: str) to ensure the order qualifies for a reshipment.
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If not eligible, notify the customer using macro: “Unfortunately, your order is not eligible for a reshipment due to [specific reason]. Please let us know if there’s anything else we can assist you with.”
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Confirm Reshipment Details
- Ask the customer to confirm the reshipment address.
- Use @get_magento_account_details(email: str) to retrieve the saved address, or request a new address.
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If a new address is provided, use @update_magento_address(address_id: str, new_address: json) to update.
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Create a Reshipment Order
- Use @magento_order_details(order_id: str) to gather details of the original order.
- Use @create_magento_order(items: list, address: json, user_email: str) to create a replacement.
- Mark the new order as paid with @set_order_to_paid(order_id: str).
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If applicable, apply a 100% discount using @set_discount_to_order(order_id: str, percent: int).
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Notify the Customer
- Inform the customer using macro: “Your replacement order has been processed. You’ll receive an email with tracking details shortly.”
Example Policy
This policy is perfect for scenarios where customers require a replacement shipment due to issues such as a lost, damaged, or incorrect shipment. Following the structured logic outlined above, it ensures that the process is handled smoothly and efficiently, minimizing delays and enhancing customer satisfaction.
