Ingredients
The systems used by this policy include Smartrr, Freshdesk, 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 type refers to requests from customers who wish to temporarily pause or skip their upcoming product delivery. This is common in subscription-based models where customers receive regular shipments of products, such as beauty boxes, meal kits, or other recurring deliveries. Customers may choose to skip a shipment for various reasons, such as having excess product supply, being away from home, or other personal preferences.
Handling these requests efficiently is crucial for maintaining customer satisfaction and trust. By automating the “Skip next shipment” process, businesses can reduce the workload on support teams, provide prompt responses, and enhance the overall customer experience. Automation ensures that requests are processed accurately and in a timely manner, reducing the risk of errors or missed shipments.
Which Platforms does this AI policy work on?
This AI policy operates seamlessly on Smartrr, Freshdesk, and Kodif. Additionally, Kodif integrates with all other major platforms, making it a versatile solution for various customer support 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. It streamlines the process, ensuring that customer inquiries are resolved efficiently and accurately.
Policy logic
Use this policy when a customer reports that they have not received their shipment despite the order being marked as delivered or expected. The logic follows a systematic approach to handle such incidents:
Ask for the user’s email address: a. Use @get_smartrr_account_details(email: str) tool 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 using
- 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
Here is an example of how the policy is structured:
Ask for the user’s email address: a. Use @get_smartrr_account_details(email: str) tool 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 using
- 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.
