Ingredients
The systems used by this policy include Magento, Zendesk, 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
In customer support, a “Warranty Claim Policy” refers to the process of handling customer requests for warranty claims on purchased products. This involves verifying the product’s warranty eligibility, understanding the nature of the issue, and facilitating a resolution, which may include repair, replacement, or refund. Efficient management of warranty claims is crucial for maintaining customer satisfaction and trust, as it demonstrates the business’s commitment to standing behind its products.
Which Platforms does this AI policy work on?
This AI policy operates seamlessly on Magento, Zendesk, and Kodif. Notably, Kodif integrates with all other major platforms, enabling businesses to leverage sophisticated automation across diverse systems.
When should I use this policy?
Use this policy when a customer requests to file a warranty claim for a product.
Policy logic
Use this policy when a customer requests to file a warranty claim for a product. The logic behind this policy is straightforward and utilizes natural language processing to streamline the process:
- Ask for the user’s email address
- Use @get_magento_account_details tool to check if the user with that email address exists in Magento.
- If the email address was not found, ask for a valid email address.
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If the email address is still not found, route it to an agent for further investigation.
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Display Recent Orders:
- Use @get_magento_orders to retrieve the user’s recent orders.
- Display the list of recent orders and ask the user which specific order they would like to inquire about.
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If the order was not found, route to an agent for further investigation.
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Check Order Status
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For the selected order, use @magento_order_details to check the status of the order.
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Validate Warranty Eligibility:
- Check the order date and the product warranty terms (e.g., 1-year warranty).
- Use @check_warranty_eligibility to determine if the product is still under warranty.
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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.”
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Create a Support Ticket for the Warranty Claim:
- Ask the customer to describe the issue with the product.
- Gather order details, warranty eligibility confirmation, and instructions for the customer to send photos and additional documentation to a designated support email.
- 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
Here’s an example of how this policy can be structured:
- Ask for the user’s email address
- Use @get_magento_account_details tool to check if the user with that email address exists in Magento.
- If the email address was not found, ask for a valid email address.
-
If the email address is still not found, route it to an agent for further investigation.
-
Display Recent Orders:
- Use @get_magento_orders to retrieve the user’s recent orders.
- Display the list of recent orders and ask the user which specific order they would like to inquire about.
-
If the order was not found, route to an agent for further investigation.
-
Check Order Status
-
For the selected order, use @magento_order_details to check the status of the order.
-
Validate Warranty Eligibility:
- Check the order date and the product warranty terms (e.g., 1-year warranty).
- Use @check_warranty_eligibility to determine if the product is still under warranty.
-
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:
- Ask the customer to describe the issue with the product.
- Gather order details, warranty eligibility confirmation, and instructions for the customer to send photos and additional documentation to a designated support email.
- 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).
