Ingredients

Shopify, 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 refers to requests from customers seeking details about their order status. This includes inquiries about processing stages, shipping updates, delivery estimates, and any potential issues that might affect their purchases. Efficient handling of these tickets is crucial for enhancing customer satisfaction and trust, as it directly impacts the shopper’s experience post-purchase. Swift and accurate responses to such inquiries ensure that customers feel informed and valued, reducing anxiety and improving overall service perception.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on Shopify, Salesforce Service Cloud, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring a versatile and scalable solution for businesses operating across diverse systems.

When should I use this policy?

Use this policy when customers inquire about the status of their orders. This is especially important for handling WISMO (Where Is My Order?) requests, which are common in the e-commerce sector. Implementing this policy helps automate responses, providing customers with timely and accurate updates while freeing up valuable resources for your support team.

Policy logic

Here’s a detailed logic flow for using this policy:

1. Ask for the user’s email address
2. Use @get_shopify_account_details tool to check if the user with that email address exists in Shopify.
3. If the email address was not found, ask for a valid email address.

4. If the email address is still not found, route it to an agent for further investigation.

5. Display Recent Orders:

6. Use @get_shopify_orders to retrieve the user’s recent orders.
7. Display the list of recent orders and ask the user which specific order they would like to inquire about.

8. If the order was not found, route to an agent for further investigation.

9. Check Order Status

10. For the selected order, retrieve the shipping status using @shopify_order_details(order_id: str).
11. If “Approved”, inform that the order was approved and is waiting to be processed.
12. If “Processing”, inform that the order was processed and is waiting to be shipped.
13. If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date.
14. If “Shipped”, inform that the order was shipped and is waiting to be in transit and provide the tracking number.
15. If “In transit”, use the tool @shopify_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.
16. If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation.
17. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was delivered.
18. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation.
19. If “Canceled”, inform that the order was already canceled.

Example policy

This policy can be effectively implemented on Shopify and Salesforce Service Cloud. Here’s a quick look at how it can be operationalized:

1. Ask for the user’s email address
2. Use @get_shopify_account_details tool to check if the user with that email address exists in Shopify.
3. If the email address was not found, ask for a valid email address.

4. If the email address is still not found, route it to an agent for further investigation.

5. Display Recent Orders:

6. Use @get_shopify_orders to retrieve the user’s recent orders.
7. Display the list of recent orders and ask the user which specific order they would like to inquire about.

8. If the order was not found, route to an agent for further investigation.

9. Check Order Status

10. For the selected order, retrieve the shipping status using @shopify_order_details(order_id: str).
11. If “Approved”, inform that the order was approved and is waiting to be processed.
12. If “Processing”, inform that the order was processed and is waiting to be shipped.
13. If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date.
14. If “Shipped”, inform that the order was shipped and is waiting to be in transit and provide the tracking number.
15. If “In transit”, use the tool @shopify_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.
16. If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation.
17. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was delivered.
18. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation.
19. If “Canceled”, inform that the order was already canceled.

Explore more AI policies