Ingredients

The systems used by this policy include EasyPost, 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” stands for “Where Is My Order?” and is a common ticket type in customer support, particularly in the e-commerce sector. This type of inquiry generally involves customers seeking information about the status, location, or expected delivery date of their orders. Handling WISMO tickets efficiently is crucial for maintaining high levels of customer satisfaction and loyalty, as these inquiries often arise from customers’ anxieties over delayed or mismanaged shipments. By automating responses to WISMO inquiries, companies can reduce the workload on customer service teams while providing timely and accurate updates to customers.

Which Platforms does this AI policy work on?

The AI policy is compatible with EasyPost, Freshdesk, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, ensuring broad applicability and ease of use across different systems.

When should I use this policy?

This policy should be utilized whenever customers inquire about the status of their orders. By automating the response process, businesses can efficiently manage WISMO tickets and improve overall customer satisfaction.

Policy logic

1. Ask for the user’s email address:
2. Use the @get_easypost_account_details tool to verify if the user with that email address exists in EasyPost.
3. If the email address is not found, prompt the user for a valid email address.

4. If the email address is still not found, route the inquiry to an agent for further investigation.

5. Display Recent Orders:

6. Use @get_freshdesk_orders to retrieve the user’s recent orders.
7. Display the list of recent orders and ask the user which specific order they would like to inquire about.

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

9. Check Order Status:

10. For the selected order, retrieve the shipping status using @easypost_order_details(order_id: str).
11. Inform the customer based on the retrieved status:
    • Approved: The order was approved and is awaiting processing.
    • Processing: The order is processed and awaiting shipment.
    • Pending Shipment: The order is pending shipment; provide a shipment date.
    • Shipped: The order is shipped; provide the tracking number.
    • In transit: Use @easypost_order_details to check the estimated delivery date and inform the customer accordingly.
    • Delivered: Confirm delivery with the customer; if not delivered, escalate to an agent.
    • Canceled: Inform the customer that the order was canceled.

Example policy

1. Ask for the user’s email address:
2. Use the @get_easypost_account_details tool to verify if the user with that email address exists.
3. If the email address is not found, prompt for a valid email address.

4. If still not found, route the inquiry to an agent.

5. Display Recent Orders:

6. Use @get_freshdesk_orders to retrieve recent orders.
7. Display orders and ask the user which order they are inquiring about.

8. If not found, route to an agent.

9. Check Order Status:

10. Retrieve status using @easypost_order_details(order_id: str).
11. Inform the customer based on the order status:
    • Approved, Processing, Pending Shipment, Shipped, In Transit, Delivered, or Canceled.

By automating these steps, businesses can streamline the management of WISMO inquiries and enhance customer service efficiency.

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