Ingredients

Magento, 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 customer support, a “Get order info” ticket type refers to inquiries where customers seek detailed information about their orders. This can include requests for updates on the processing stage, shipping details, expected delivery dates, or any changes to the order status. Handling these inquiries efficiently is crucial as it directly impacts customer satisfaction and loyalty. Automating responses to such inquiries can free up support resources, allowing agents to focus on more complex, high-value interactions.

Which Platforms does this AI policy work on?

This AI policy is designed to integrate seamlessly with Magento, Salesforce Service Cloud, and Kodif. Moreover, Kodif is versatile and can integrate with all other major platforms, ensuring a wide range of applicability and ease of use across various e-commerce and customer service environments.

When should I use this policy?

This policy should be used when customers inquire about the status of their orders. It is particularly effective in managing WISMO (Where Is My Order?) queries, providing customers with timely and accurate information, thus enhancing their overall experience.

Describe the logic: Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.

1. Ask for the user’s email address a. Use @get_magento_account_details tool to check if the user with that email address exists in Magento. b. If the email address was not found, ask for a valid email address. c. If the email address is still not found, route it to an agent for further investigation.

2. Display Recent Orders: a. Use @get_magento_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 was not found, route to an agent for further investigation.

3. Check Order Status: a. For the selected order, retrieve the shipping status using @magento_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 waiting to be in transit and provide the tracking number. f. If “In transit”, use the tool @magento_order_details to check if the order is within the estimated delivery date. If yes, inform the order is in transit and provide the expected delivery date. g. If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation. h. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was delivered. i. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation. j. If “Canceled”, inform that the order was already canceled.

Policy logic

This policy is designed to handle customer inquiries about the status of their orders efficiently. It leverages automation to streamline the process, ensuring customers receive accurate and timely information. This policy is particularly beneficial for managing WISMO requests, which are common in e-commerce.

1. Ask for the user’s email address a. Use @get_salesforce_account_details tool to check if the user with that email address exists in Salesforce Service Cloud. b. If the email address was not found, ask for a valid email address. c. If the email address is still not found, route it to an agent for further investigation.

2. Display Recent Orders: a. Use @get_salesforce_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 was not found, route to an agent for further investigation.

3. Check Order Status: a. For the selected order, retrieve the shipping status using @salesforce_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 waiting to be in transit and provide the tracking number. f. If “In transit”, use the tool @salesforce_order_details to check if the order is within the estimated delivery date. If yes, inform the order is in transit and provide the expected delivery date. g. If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation. h. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was delivered. i. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation. j. If “Canceled”, inform that the order was already canceled.

Example policy

This policy is tailored to address customer inquiries about order statuses using Magento and Salesforce Service Cloud. It automates the retrieval of order information, ensuring customers receive prompt and accurate updates.

1. Ask for the user’s email address a. Use @get_magento_account_details or @get_salesforce_account_details to verify user existence. b. If the email address was not found, ask for a valid email address. c. If the email address is still not found, route it to an agent for further investigation.

2. Display Recent Orders: a. Retrieve orders using @get_magento_orders or @get_salesforce_orders. b. Display recent orders and ask which specific order the user would like to inquire about. c. If the order is not found, route to an agent for further investigation.

3. Check Order Status: a. Use @magento_order_details or @salesforce_order_details to retrieve shipping status. b. Provide updates based on the order’s current status, whether it is “Approved,” “Processing,” “Pending Shipment,” “Shipped,” “In transit,” “Delivered,” or “Canceled.”

This policy ensures that customer interactions are seamless, efficient, and informative, enhancing the overall customer experience through automation and integration with key platforms.

Explore more AI policies