Ingredients
Aftership, 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.
“WISMO” Ticket Type Explained
“WISMO,” an acronym for “Where Is My Order?”, is a common ticket type in customer support, particularly in e-commerce. This inquiry occurs when customers reach out to ask about the status, location, or expected delivery date of their orders. Handling WISMO tickets efficiently is crucial as it directly impacts customer satisfaction and trust. By providing timely and accurate information, businesses can reduce customer anxiety and enhance their overall shopping experience.
Which Platforms Does This AI Policy Work On?
This AI policy is compatible with Aftership, Freshdesk, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, ensuring a versatile and comprehensive solution for automating WISMO inquiries across different systems.
When Should I Use This Policy?
This policy should be employed whenever customers inquire about the status of their orders. By automating responses to WISMO tickets, businesses can deliver prompt updates and enhance customer satisfaction without overburdening support teams.
Policy Logic
To implement this policy, follow these steps:
- Ask for the user’s email address.
- Use @get_aftership_account_details to check if the user with that email address exists in Aftership.
- 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_aftership_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, retrieve the shipping status using @aftership_order_details(order_id: str).
- If “Approved”, inform that the order was approved and is waiting to be processed.
- If “Processing”, inform that the order was processed and is waiting to be shipped.
- If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date.
- If “Shipped”, inform that the order was shipped and is in transit, providing the tracking number.
- If “In transit”, use @aftership_order_details to check if the order is within the estimated delivery date. If yes, inform the order is in transit and provide the expected delivery date.
- If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation.
- If “Delivered”, inform that the order was delivered and confirm with the customer if the order was received.
- If the order was not delivered, route to an agent or create a ticket to escalate for further investigation.
- If “Canceled”, inform that the order was already canceled.
Example Policy
To apply the policy logic, replace the platform-specific commands with those suitable for your setup, such as replacing @get_aftership_account_details with @get_freshdesk_account_details if using Freshdesk. This flexibility allows you to tailor the automation according to the systems in place.
