Ingredients

Aftership, Gladly, 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” stands for “Where Is My Order?”—a frequent type of inquiry in customer support, especially within the e-commerce sector. Customers want to know the status and location of their orders post-purchase, and handling these inquiries efficiently is crucial for maintaining customer satisfaction and trust. Effective management of WISMO tickets involves providing timely updates and clear communication regarding order status, shipping delays, and delivery times, thus reducing customer anxiety and support team workload.

Which Platforms Does This AI Policy Work On?

The AI policy for managing WISMO tickets integrates seamlessly with Aftership, Gladly, and Kodif. Furthermore, Kodif is designed to work with all other major platforms, ensuring a robust and comprehensive solution for tracking and managing customer inquiries across various systems.

When Should I Use This Policy?

You should deploy this policy when customers inquire about the status of their orders. This is especially useful for handling common WISMO inquiries efficiently, ensuring customers receive accurate and timely information. By automating these interactions, you can significantly reduce the workload on your support team and enhance customer satisfaction.

Policy Logic

To implement this policy, use natural language commands to streamline the process:

1. Ask for the user’s email address
   a. Use @get_aftership_account_details to verify if the user exists in Aftership.
   b. If not found, request a valid email address.
   c. If still not found, route the inquiry to an agent for further investigation.

2. Display Recent Orders:
   a. Use @get_gladly_orders to retrieve the user’s recent orders.
   b. Display the list of recent orders and ask which specific order the user wants to inquire about.
   c. If the order is not found, route to an agent for further investigation.

3. Check Order Status:
   a. Retrieve the shipping status using @aftership_order_details(order_id: str).
   b. Inform customers based on the status: “Approved,” “Processing,” “Pending Shipment,” “Shipped,” “In Transit,” or “Delivered.”
   c. If “In Transit,” verify the estimated delivery date and inform the customer.
   d. If delayed or any issues arise, transfer the request to an agent.
   e. If “Delivered,” confirm with the customer. If not received, escalate the issue.
   f. If “Canceled,” inform the customer of the cancellation.

Example Policy

Implementing a WISMO policy on Aftership and Gladly involves similar steps, using tailored commands to suit these platforms. The policy logic remains consistent, focusing on verifying user details, displaying recent orders, and checking order status to provide timely and accurate information to customers.

For more information and to explore additional AI policies, visit our Explore more AI policies.