Ingredients
The systems used by this policy are Skio, Gladly, 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.
“Skip next shipment” ticket type explained
In customer support, a “Skip next shipment” ticket refers to a customer’s request to bypass their upcoming delivery, often due to personal preferences, travel plans, or inventory management. This type of request is common in subscription-based services where customers receive regular shipments of products. Handling these requests efficiently is crucial to maintaining positive customer relationships, avoiding unnecessary shipments, and ensuring that the customer’s preferences are respected without disrupting the service workflow.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly on Skio, Gladly, and Kodif. Moreover, Kodif offers integration capabilities with all other major platforms, ensuring flexibility and ease of use across different systems.
When should I use this policy?
This policy should be utilized when a customer reports that they have not received their shipment despite the order being marked as delivered or expected. It helps streamline the resolution process, ensuring customer concerns are addressed promptly and efficiently.
Policy Logic
The logic involves a series of systematic steps designed to investigate and resolve the customer’s issue:
- Ask for the user’s email address:
- Use @get_gladly_account_details(email: str) tool to check if the user with that email address exists in Gladly.
Ask for the order number of the shipment in question.
Retrieve and Verify Order Details:
- Use @skio_order_details(order_id: str) to fetch the order details.
- Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).
If the status is “Delivered,” verify the delivery date and address.
Check Tracking Information:
- Use @get_tracking_info to review the shipment’s tracking details.
- Confirm if the carrier has marked the shipment as delivered.
Note any discrepancies (e.g., tracking stopped updating, incorrect delivery address).
Gather Additional Details from the Customer:
- Ask the customer to confirm if they’ve checked with household members or neighbors.
- Ask if the carrier left a notice or placed the shipment in a designated area (e.g., mailbox, porch).
Request the customer to confirm that they have not received the shipment despite these checks.
If Tracking Confirms Delivery:
- Inform the customer that the shipment is marked as delivered but offer to investigate further.
- Open a claim with the carrier using @file_carrier_claim(order_id: str).
Notify the customer that you will follow up once the claim is resolved.
If Tracking Shows No Delivery:
- Inform the customer that the shipment appears lost in transit.
Offer a resolution: Reship the order using @skio_reship_order(order_id: str) or issue a refund.
If the user selects the reship option:
Go to #Reshipment Policy
If the user selects the refund option:
- Go to #Refund Policy
Example Policy
Use this policy when a customer reports that they have not received their shipment despite the order being marked as delivered or expected. The example below describes the logic used to resolve such issues:
- Ask for the user’s email address:
- Use @get_gladly_account_details(email: str) tool to check if the user with that email address exists in Gladly.
Ask for the order number of the shipment in question.
Retrieve and Verify Order Details:
- Use @skio_order_details(order_id: str) to fetch the order details.
- Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).
If the status is “Delivered,” verify the delivery date and address.
Check Tracking Information:
- Use @get_tracking_info to review the shipment’s tracking details.
- Confirm if the carrier has marked the shipment as delivered.
Note any discrepancies (e.g., tracking stopped updating, incorrect delivery address).
Gather Additional Details from the Customer:
- Ask the customer to confirm if they’ve checked with household members or neighbors.
- Ask if the carrier left a notice or placed the shipment in a designated area (e.g., mailbox, porch).
Request the customer to confirm that they have not received the shipment despite these checks.
If Tracking Confirms Delivery:
- Inform the customer that the shipment is marked as delivered but offer to investigate further.
- Open a claim with the carrier using @file_carrier_claim(order_id: str).
Notify the customer that you will follow up once the claim is resolved.
If Tracking Shows No Delivery:
- Inform the customer that the shipment appears lost in transit.
Offer a resolution: Reship the order using @skio_reship_order(order_id: str) or issue a refund.
If the user selects the reship option:
Go to #Reshipment Policy
If the user selects the refund option:
- Go to #Refund Policy
