Ingredients
Aftership, Gorgias, 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,” which stands for “Where Is My Order?”, is a common type of customer support inquiry in the world of e-commerce. Customers frequently reach out to businesses with WISMO inquiries to gain insights into the status or location of their orders. This type of ticket is crucial in maintaining customer satisfaction, as timely and accurate information helps reduce uncertainty and enhance the overall customer experience.
Handling WISMO tickets efficiently requires an integrated approach where real-time order tracking and proactive communication are key. It involves updating customers on their order’s journey, from processing to shipping and delivery. Effective management of these tickets not only minimizes customer frustration but also alleviates the workload on customer support teams by reducing repetitive inquiries.
Which Platforms Does This AI Policy Work On?
This AI policy integrates seamlessly with Aftership, Gorgias, and Kodif. In addition, Kodif offers integration capabilities with all other major platforms, ensuring a comprehensive solution for managing customer support inquiries across diverse channels.
When Should I Use This Policy?
This policy is ideal for use when customers contact you to know the status of their orders. By automating responses to WISMO inquiries, you can ensure timely and accurate updates, thereby improving customer satisfaction and reducing the burden on your support teams.
Policy Logic
To automate WISMO inquiries effectively, follow this structured 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:
- Use @get_gorgias_account_details(email: str) to check if the user with that email address exists in your system.
- 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(email: str) 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 delivered.
- 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 automate WISMO inquiries using platforms like Aftership and Gorgias, follow the structured policy logic outlined above. Replace specific commands to reflect the right platforms, ensuring seamless integration and automation of customer support services.
