Ingredients

The systems used by this policy are 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.

“Get order info” ticket type explained

In the realm of customer support, “Get order info” tickets are requests from customers seeking details about their purchases. This could include inquiries about the status of an order, tracking information, or any issues related to the delivery process. Effectively managing these tickets is crucial for enhancing customer satisfaction, as it ensures that customers receive timely and accurate information, reducing uncertainty and building trust with the brand.

Which Platforms does this AI policy work on?

This AI policy works seamlessly with BigCommerce, Freshdesk, and Kodif. Moreover, Kodif integrates with all other major platforms, allowing for flexible and comprehensive support solutions across different ecosystems.

When should I use this policy?

This policy should be utilized when customers want to know the status of their orders. By automating the process of retrieving and communicating order information, businesses can efficiently address customer inquiries, thereby improving response times and customer satisfaction.

Policy logic

This policy leverages AI to automate the retrieval and communication of order details. Here’s how it works:

1. Ask for the user’s email address
   a. Use @get_bigcommerce_account_details to verify if the user with that email exists.
   b. If the email address is not found, prompt for a valid email.
   c. If still not found, route to an agent for further investigation.

2. Display Recent Orders
   a. Use @get_bigcommerce_orders to fetch the user’s recent orders.
   b. Display the list of recent orders and ask which specific order they are inquiring about.
   c. If the order is not found, route to an agent for further investigation.

3. Check Order Status
   a. For the selected order, retrieve the shipping status using @bigcommerce_order_details(order_id: str).
   b. Depending on the status, inform the customer accordingly:

   • “Approved”: Order is approved and awaiting processing.
   • “Processing”: Order is processed and awaiting shipment.
   • “Pending Shipment”: Order is pending shipment; provide a shipment date.
   • “Shipped”: Order is shipped; provide tracking information.
   • “In Transit”: Check delivery estimate; inform if on schedule or delayed.
   • “Delivered”: Confirm delivery with the customer.
   • “Canceled”: Inform that the order was canceled.

Example policy

Here is an example of how this policy can be implemented, using BigCommerce and Freshdesk:

1. Ask for the user’s email address
   a. Use @get_bigcommerce_account_details to verify the user.
   b. Prompt for a valid email if not found.
   c. Route to an agent if the issue persists.

2. Display Recent Orders
   a. Use @get_bigcommerce_orders to fetch recent orders.
   b. Ask the user which order they are inquiring about.
   c. Route to an agent if the order is not found.

3. Check Order Status
   a. Retrieve shipping status using @bigcommerce_order_details(order_id: str).
   b. Inform the customer based on the status, using the logic outlined in the policy logic section.

This approach ensures that customer inquiries are handled efficiently, providing accurate and timely responses to enhance the overall customer experience.

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