Ingredients

This policy utilizes BigCommerce, Zendesk, and Kodif as integral systems for managing warranty claims efficiently.

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

Warranty claims are essential in customer support as they handle requests from customers seeking to repair or replace defective products under warranty. This process involves verifying the eligibility of a warranty, validating claims, and ensuring timely communication with the customer. By automating warranty claim processes, businesses can streamline operations, reduce manual workload, and enhance customer satisfaction by providing swift resolutions.

Which Platforms does this AI policy work on?

This AI policy effectively integrates with BigCommerce, Zendesk, and Kodif. Additionally, Kodif seamlessly integrates with all other major platforms, ensuring a comprehensive and versatile support system.

When should I use this policy?

Use this policy when a customer requests to file a warranty claim for a product. Efficiently streamline and automate the process by using the following logic:

1. Ask for the user’s email address
2. Use @bigcommerce_account_details to verify the existence of the user’s email in BigCommerce.
3. If the email is not found, prompt the user for a valid email address.

4. If no valid email is provided, route the request to an agent for further investigation.

5. Display Recent Orders:

6. Use @bigcommerce_orders to retrieve the user’s recent orders.
7. Display the list of recent orders and ask the user which specific order they would like to inquire about.

8. If the order is not found, route the request to an agent for further investigation.

9. Check Order Status

10. For the selected order, use @bigcommerce_order_details to check the status of the order.

11. Validate Warranty Eligibility:

12. Check the order date and the product warranty terms (e.g., 1-year warranty).
13. Use @check_warranty_eligibility to determine if the product is still under warranty.

14. If the product is not eligible, inform the customer using a macro: “Your product is no longer under warranty. Please let us know if there’s anything else we can assist you with.”

15. Create a Support Ticket for the Warranty Claim:

16. Ask the customer to describe the issue with the product.
17. Gather order details, warranty eligibility confirmation, and provide instructions for the customer to send photos and additional documentation to a designated support email.
18. Use a 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

This example illustrates how to automate the warranty claim process using BigCommerce and Zendesk:

1. Ask for the user’s email address
2. Use @bigcommerce_account_details to verify the existence of the user’s email in BigCommerce.
3. If the email is not found, prompt the user for a valid email address.

4. If no valid email is provided, route the request to an agent for further investigation.

5. Display Recent Orders:

6. Use @bigcommerce_orders to retrieve the user’s recent orders.
7. Display the list of recent orders and ask the user which specific order they would like to inquire about.

8. If the order is not found, route the request to an agent for further investigation.

9. Check Order Status

10. For the selected order, use @bigcommerce_order_details to check the status of the order.

11. Validate Warranty Eligibility:

12. Check the order date and the product warranty terms (e.g., 1-year warranty).
13. Use @check_warranty_eligibility to determine if the product is still under warranty.

14. If the product is not eligible, inform the customer using a macro: “Your product is no longer under warranty. Please let us know if there’s anything else we can assist you with.”

15. Create a Support Ticket for the Warranty Claim:

16. Ask the customer to describe the issue with the product.
17. Gather order details, warranty eligibility confirmation, and provide instructions for the customer to send photos and additional documentation to a designated support email.
18. Use a 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].”

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