Ingredients

The systems used by this policy include Aftership, Kustomer, 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

In customer support, WISMO stands for “Where Is My Order?” and refers to inquiries from customers about the status or location of their orders after a purchase. WISMO inquiries are among the most common types of customer service requests in e-commerce and retail. Customers frequently seek updates on shipping status, tracking information, or estimated delivery times. Efficient handling of WISMO tickets is crucial as it directly impacts customer satisfaction and trust. By automating responses to these inquiries, businesses can significantly reduce response times and free up customer service representatives to handle more complex issues.

Which Platforms Does This AI Policy Work On?

This AI policy operates on Aftership, Kustomer, and Kodif. Kodif integrates seamlessly with all other major platforms, enabling comprehensive support and automation across diverse systems.

When Should I Use This Policy?

This policy should be used whenever customers inquire about the status of their orders. The logic for handling WISMO inquiries involves using automated tools and data to efficiently provide order updates. This can be achieved through the following steps:

1. Ask for the User’s Email Address:
2. Use @get_aftership_account_details to verify the existence of the user’s email in the system.
3. If the email is not found, prompt the user for a valid email address.

4. If still not found, escalate the matter to an agent for further investigation.

5. Display Recent Orders:

6. Use @get_aftership_orders to fetch the user’s recent orders.
7. Present the list of recent orders and ask which specific order the user is inquiring about.

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

9. Check Order Status:

10. For the selected order, retrieve the shipping status using @aftership_order_details(order_id: str).
11. Inform the customer based on the status:
    • “Approved”: Waiting to be processed.
    • “Processing”: Awaiting shipment.
    • “Pending Shipment”: Provide shipment date.
    • “Shipped”: Provide tracking number.
    • “In Transit”: Confirm estimated delivery date or inform of delays.
    • “Delivered”: Confirm delivery or escalate if not received.
    • “Canceled”: Inform that the order has been canceled.

Policy Logic

The policy logic for handling WISMO inquiries is designed to streamline the customer support process by automating routine checks and updates. By using specific tools and commands, the policy ensures that customers receive timely and accurate information about their orders:

1. Ask for the User’s Email Address:
2. Use @get_aftership_account_details to verify the user.

3. Prompt for a valid email if not found and escalate if necessary.

4. Display Recent Orders:

5. Use @get_aftership_orders to retrieve order history.

6. Confirm the specific order of interest and escalate if not found.

7. Check Order Status:

8. Use @aftership_order_details for status updates.
9. Communicate status details and escalate unresolved issues.

Example Policy

The example policy for handling WISMO inquiries utilizes the same steps as outlined above, adapted for use with Aftership and Kustomer. By following these guidelines, businesses can ensure efficient and responsive customer support, enhancing overall satisfaction and trust.

1. Ask for the User’s Email Address:
2. Use @get_kustomer_account_details to verify the email.

3. Request a valid email if not found and escalate if unresolved.

4. Display Recent Orders:

5. Use @get_kustomer_orders to fetch the recent orders.

6. Clarify the order in question and escalate if necessary.

7. Check Order Status:

8. Use @kustomer_order_details for status checks.
9. Provide detailed status information and escalate if needed.

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