Ingredients
The systems used by this policy include Smartrr, 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 allows customers to temporarily pause their subscription deliveries. This option is particularly beneficial for customers who may have excess product or will be unavailable to receive shipments due to travel or other commitments. By allowing customers to skip a shipment, businesses can enhance customer satisfaction and retention by offering flexibility and control over subscription services. Handling these requests efficiently can reduce churn rates and support long-term customer loyalty.
Which Platforms does this AI policy work on?
This AI policy seamlessly integrates with Smartrr, Gladly, and Kodif. In fact, Kodif integrates with all other major platforms, ensuring a comprehensive solution for varied business needs.
When should I use this policy?
Use this policy when a customer reports that they have not received their shipment despite the order being marked as delivered or expected.
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.
- Ask for the user’s email address
- a. Use @get_smartrr_account_details(email: str) to check if the user with that email address exists in Smartrr.
b. Ask for the order number of the shipment in question.
Retrieve and Verify Order Details
- a. Use @smartrr_order_details(order_id: str) to fetch the order details.
- b. Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).
c. If the status is “Delivered,” verify the delivery date and address.
Check Tracking Information:
- a. Use @get_tracking_info to review the shipment’s tracking details.
- b. Confirm if the carrier has marked the shipment as delivered.
c. Note any discrepancies (e.g., tracking stopped updating, incorrect delivery address).
Gather Additional Details from the Customer:
- a. Ask the customer to confirm if they’ve checked with household members or neighbors.
- b. Ask if the carrier left a notice or placed the shipment in a designated area (e.g., mailbox, porch).
c. Request the customer to confirm that they have not received the shipment despite these checks.
If Tracking Confirms Delivery:
- a. Inform the customer that the shipment is marked as delivered but offer to investigate further.
- b. Open a claim with the carrier using @file_carrier_claim(order_id: str).
c. Notify the customer that you will follow up once the claim is resolved.
If Tracking Shows No Delivery:
- a. Inform the customer that the shipment appears lost in transit.
b. Offer a resolution: Reship the order or issue a refund.
If the user selects the reship option:
a. 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.
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.
- Ask for the user’s email address
- a. Use @get_gladly_account_details(email: str) tool to check if a user with that email address exists in Gladly.
b. Ask for the order number of the shipment in question.
Retrieve and Verify Order Details
- a. Use @gladly_order_details(order_id: str) to fetch the order details.
- b. Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).
c. If the status is “Delivered,” verify the delivery date and address.
Check Tracking Information:
- a. Use @get_tracking_info to review the shipment’s tracking details.
- b. Confirm if the carrier has marked the shipment as delivered.
c. Note any discrepancies (e.g., tracking stopped updating, incorrect delivery address).
Gather Additional Details from the Customer:
- a. Ask the customer to confirm if they’ve checked with household members or neighbors.
- b. Ask if the carrier left a notice or placed the shipment in a designated area (e.g., mailbox, porch).
c. Request the customer to confirm that they have not received the shipment despite these checks.
If Tracking Confirms Delivery:
- a. Inform the customer that the shipment is marked as delivered but offer to investigate further.
- b. Open a claim with the carrier using @file_carrier_claim(order_id: str).
c. Notify the customer that you will follow up once the claim is resolved.
If Tracking Shows No Delivery:
- a. Inform the customer that the shipment appears lost in transit.
b. Offer a resolution: Reship the order or issue a refund.
If the user selects the reship option:
a. Go to #Reshipment Policy
If the user selects the refund option, go to #Refund Policy
