Ingredients
Aftership, Zendesk, 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?” and is a common ticket type in customer support which pertains to customer inquiries about the status of their orders. This type of ticket is crucial in e-commerce and retail sectors as it directly impacts customer satisfaction and trust. Effective handling of WISMO tickets ensures that customers are kept informed about their order status, including processing, shipping, and delivery timelines, which helps in reducing anxiety and enhancing the overall customer experience.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly with Aftership, Zendesk, and Kodif. Kodif also integrates with all other major platforms, ensuring a comprehensive and flexible solution for managing customer support interactions.
When should I use this policy?
Use this policy when customers want to know the status of their orders. The logic for implementing this policy is straightforward and user-friendly, enabling customer support teams to efficiently manage WISMO requests. The process involves several key steps:
- Ask for the user’s email address
- Use the @get_aftership_account_details tool 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 waiting to be in transit and provide the tracking number.
- If “In transit”, use the tool @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.
Policy logic
The policy logic aims to streamline the handling of WISMO inquiries using a structured approach:
- Ask for the user’s email address using the @get_aftership_account_details tool.
- Display Recent Orders using @get_aftership_orders.
- Check Order Status using @aftership_order_details(order_id: str).
This logic is adaptable for various platforms and can be easily integrated into your existing customer support workflows to enhance efficiency and customer satisfaction.
Example policy
To illustrate how this policy works, consider the following example:
- Ask for the user’s email address:
- Use the @get_aftership_account_details tool 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:
- Retrieve the shipping status using @aftership_order_details(order_id: str).
- Follow the same steps as outlined above for informing the customer about the order status.
By leveraging AI policies in platforms like Aftership and Zendesk, customer support teams can efficiently manage WISMO inquiries, providing timely and accurate information to enhance customer satisfaction.
