Ingredients
EasyPost, 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,” or “Where Is My Order?” is a prevalent ticket type in customer support, particularly in the e-commerce sector. It refers to customer inquiries about the status, location, or delivery timeline of their order post-purchase. These tickets are crucial as they directly impact customer satisfaction and trust. Efficiently managing WISMO inquiries involves providing timely and accurate information to customers, which can help reduce anxiety and enhance the overall shopping experience. Automating these responses can significantly improve operational efficiency and customer satisfaction.
Which Platforms Does This AI Policy Work On?
This AI policy is compatible with EasyPost, Gladly, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, offering flexibility and broad applicability for diverse business needs.
When Should I Use This Policy?
This policy should be employed when customers inquire about the status of their orders. By automating WISMO inquiries, businesses can enhance customer satisfaction and reduce the workload on customer service teams.
Policy Logic
- Ask for the User’s Email Address:
- Use
@get_easypost_account_details(email: str)to verify if the email exists in EasyPost. - If not found, request a valid email address.
If still not found, direct the inquiry to an agent for further investigation.
Display Recent Orders:
- Use
@get_gladly_orders(email: str)to fetch recent orders from Gladly. - Present the list of recent orders and ask the customer to specify which order they’re inquiring about.
If the order is not found, route to an agent for further investigation.
Check Order Status:
- For the selected order, retrieve the shipping status using
@easypost_order_details(order_id: str). - Based on the status:
- Approved: Inform the customer that the order is approved and awaiting processing.
- Processing: Notify that the order is processed and waiting to be shipped.
- Pending Shipment: Inform about the pending shipment and provide a shipment date.
- Shipped: Provide shipping details and tracking number.
- In Transit: Verify if the order is within the estimated delivery date. If yes, provide the expected delivery date. If no, inform about the delay and escalate to an agent.
- Delivered: Confirm delivery and check with the customer. If not delivered, escalate.
- Canceled: Inform that the order is canceled.
Example Policy
Utilize the following example to automate WISMO inquiries efficiently with EasyPost and Gladly:
- Ask for the User’s Email Address:
- Use
@get_easypost_account_details(email: str)to check user existence. Request a valid email if not found, and escalate to an agent if unresolved.
Display Recent Orders:
- Use
@get_gladly_orders(email: str)to obtain recent orders. Ask which order the customer wants to know about, and escalate if not found.
Check Order Status:
- Utilize
@easypost_order_details(order_id: str)for order status. - Communicate the status accordingly, handling each scenario from approval to cancellation professionally.
