Ingredients

BigCommerce, Kustomer, 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, a “Get order info” ticket type refers to requests from customers seeking details about their orders. This can include inquiries about order status, shipment tracking, delivery estimates, or any changes to the order. Handling these requests efficiently is crucial, as timely and accurate information can significantly enhance customer satisfaction and loyalty. Automating these processes can reduce the burden on customer service teams, allowing them to focus on more complex issues, while ensuring customers receive prompt responses.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on BigCommerce, Kustomer, and Kodif. Thanks to Kodif’s versatile integration capabilities, it can also be adapted for use with all other major platforms, providing a unified approach to managing customer support across diverse e-commerce ecosystems.

When should I use this policy?

Use this policy when customers want to know the status of their orders. The logic behind this policy involves automated interactions that streamline the process of addressing order-related inquiries, ensuring efficient and accurate responses.

Policy Logic

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

2. Display Recent Orders
   a. Use @get_bigcommerce_orders to retrieve the user’s recent orders.
   b. Display the list of recent orders and ask the user which specific order they would like to inquire 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. If “Approved”, inform that the order was approved and is waiting to be processed.
   c. If “Processing”, inform that the order was processed and is waiting to be shipped.
   d. If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date.
   e. If “Shipped”, inform that the order was shipped and is in transit, providing the tracking number.
   f. If “In transit”, check if the order is within the estimated delivery date. If yes, inform that the order is in transit and provide the expected delivery date. If no, inform the customer about the delay and transfer the request to an agent for investigation.
   g. If “Delivered”, confirm with the customer if the order was delivered. If not, route to an agent or create a ticket for further investigation.
   h. If “Canceled”, inform that the order was already canceled.

Example Policy

To implement this policy using BigCommerce and Kustomer, replace the commands to reflect the right platforms. For example, use @bigcommerce_order_details instead of @shopify_order_details. This ensures accurate integration with the respective platforms, maximizing the efficiency of customer support operations.

Explore more AI policies