Ingredients

The systems used by this policy include BigCommerce, Salesforce Service Cloud, 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, a “Get order info” ticket type refers to the process of addressing inquiries from customers seeking detailed information about their orders. This could involve questions about order status, expected delivery dates, or tracking updates. Efficiently managing these inquiries is crucial for maintaining customer satisfaction and trust, as customers naturally want to stay informed about their purchases. By automating responses to these common queries, businesses can enhance their support efficiency and free up agents to handle more complex issues.

Which Platforms does this AI policy work on?

This AI policy is specifically designed to function with BigCommerce, Salesforce Service Cloud, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, ensuring comprehensive support coverage.

When should I use this policy?

This policy should be used when customers inquire about the status of their orders. It is particularly effective for managing “Where Is My Order?” (WISMO) requests. By automating these queries, businesses can improve response times and provide customers with accurate, up-to-date information about their orders.

Policy logic

The policy logic involves the following steps to handle order inquiries:

1. Ask for the user’s email address: a. Use @bigcommerce_account_details tool to verify the existence of the email in BigCommerce. b. If the email address is not found, prompt the user for a valid email address. c. If the email is still not found, route the inquiry to an agent for further investigation.

2. Display Recent Orders: a. Use @bigcommerce_orders to fetch the user’s recent orders. b. Display the list of recent orders and ask which specific order the user is inquiring about. c. If the order is not found, route the inquiry 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 the customer that the order is approved and awaiting processing. c. If “Processing,” inform the customer that the order is processed and awaiting shipment. d. If “Pending Shipment,” inform the customer of the pending shipment and provide a shipment date. e. If “Shipped,” inform the customer that the order is shipped, is in transit, and provide the tracking number. f. If “In transit,” use the tool @bigcommerce_order_details to check the estimated delivery date, inform the customer about the delivery status. g. If “Delivered,” confirm the delivery with the customer. h. If “Canceled,” inform the customer that the order has been canceled.

Example policy

An example policy for “Get order info” on BigCommerce and Salesforce Service Cloud would follow the logic described above, replacing platform-specific commands such as @shopify_order_details with @bigcommerce_order_details or @salesforceservicecloud_orderdetails as needed. This ensures that the policy is tailored to the specific systems in use, providing accurate and efficient responses to customer inquiries.

Explore more AI policies