Ingredients
BigCommerce, 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.
“Warranty Claim Policy” ticket type explained
The “Warranty Claim Policy” in customer support refers to a structured process that handles customer requests for warranty service on products they have purchased. This involves verifying the purchase details, checking warranty eligibility, and facilitating the claim process efficiently. By automating this ticket type, businesses can streamline operations, ensuring customers receive prompt resolutions and enhancing their overall satisfaction.
Which Platforms does this AI policy work on?
This AI policy works seamlessly on BigCommerce, Salesforce Service Cloud, and Kodif. Furthermore, Kodif integrates with all other major platforms, offering flexibility and adaptability to suit various business needs.
When should I use this policy?
Use this policy when a customer requests to file a warranty claim for a product.
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 @getbigcommerceaccountdetails to check if the user with that email address exists in BigCommerce.
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.
- Display Recent Orders:
a. Use @getbigcommerceorders 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.
- Check Order Status
a. For the selected order, use @bigcommerceorderdetails to check the status of the order.
- Validate Warranty Eligibility:
a. Check the order date and the product warranty terms (e.g., 1-year warranty).
b. Use @checkwarrantyeligibility to determine if the product is still under warranty.
c. If the product is not eligible, use macro “Your product is no longer under warranty. Please let us know if there’s anything else we can assist you with.”
- Create a Support Ticket for the Warranty Claim:
a. Ask the customer to describe the issue with the product.
b. Gather order details, warranty eligibility confirmation, and instructions for the customer to send photos and additional documentation to a designated support email.
c. Use macro “We’ve created a support ticket for your warranty claim. Please send photos of the defective product and proof of the issue to [support_email]. Our team will review your claim and get back to you within [X business days].”
If the chatbot supports attachments, request images or documents (e.g., purchase receipt, photos of the product, etc).
Example policy
Use this policy when a customer requests to file a warranty claim for a product.
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 @getsalesforceservicecloudaccountdetails 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.
- Display Recent Orders:
a. Use @getsalesforceservicecloudorders 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.
- Check Order Status
a. For the selected order, use @salesforceservicecloudorderdetails to check the status of the order.
- Validate Warranty Eligibility:
a. Check the order date and the product warranty terms (e.g., 1-year warranty).
b. Use @checkwarrantyeligibility to determine if the product is still under warranty.
c. If the product is not eligible, use macro “Your product is no longer under warranty. Please let us know if there’s anything else we can assist you with.”
- Create a Support Ticket for the Warranty Claim:
a. Ask the customer to describe the issue with the product.
b. Gather order details, warranty eligibility confirmation, and instructions for the customer to send photos and additional documentation to a designated support email.
c. Use macro “We’ve created a support ticket for your warranty claim. Please send photos of the defective product and proof of the issue to [support_email]. Our team will review your claim and get back to you within [X business days].”
If the chatbot supports attachments, request images or documents (e.g., purchase receipt, photos of the product, etc).
