Ingredients
EasyPost, 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
“WISMO” stands for “Where Is My Order?” and is a prevalent ticket type in the realm of customer support, particularly for e-commerce businesses. These tickets are generated when customers inquire about the status or whereabouts of their orders post-purchase. Managing WISMO inquiries effectively is vital for maintaining customer satisfaction and trust, as it directly impacts customers’ perceptions of a brand’s reliability and service quality. Efficient handling of WISMO tickets often involves integrating real-time tracking systems, proactive communication, and seamless support workflows to provide customers with timely, accurate updates about their orders.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly with EasyPost, Kustomer, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring a broad applicability across various e-commerce and customer service systems.
When should I use this policy?
You should use this policy when customers inquire about the status of their orders. This involves a streamlined process where you 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: a. Use @geteasypost_account_details tool to check if the user with that email address exists. b. If the email address was not found, ask for a valid email address. c. If the email address is still not found, route it to an agent for further investigation.
- Display Recent Orders: a. Use @geteasypost_orders to retrieve the user’s recent orders. b. Display the list of recent orders and ask the user which specific order they would like to inquire about. c. If the order was not found, route to an agent for further investigation.
- Check Order Status: a. For the selected order, retrieve the shipping status using @easypost_order_details(order_id: str). b. If “Approved”, inform that the order was approved and is waiting to be processed. c. If “Processing”, inform that the order was processed and is waiting to be shipped. d. If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date. e. If “Shipped”, inform that the order was shipped and is waiting to be in transit and provide the tracking number. f. If “In transit”, use the tool @easypost_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. g. If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation. h. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was delivered. i. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation. j. If “Canceled”, inform that the order was already canceled.
Policy logic
This policy should be used when customers want to know the status of their orders. The logic involves typing @ to view available tools, using # to reference policies, and adding contextual data with $. You can edit the context in the test screen.
- Ask for the user’s email address: a. Use @geteasypost_account_details tool to check if the user with that email address exists. b. If the email address was not found, ask for a valid email address. c. If the email address is still not found, route it to an agent for further investigation.
- Display Recent Orders: a. Use @geteasypost_orders to retrieve the user’s recent orders. b. Display the list of recent orders and ask the user which specific order they would like to inquire about. c. If the order was not found, route to an agent for further investigation.
- Check Order Status: a. For the selected order, retrieve the shipping status using @easypost_order_details(order_id: str). b. If “Approved”, inform that the order was approved and is waiting to be processed. c. If “Processing”, inform that the order was processed and is waiting to be shipped. d. If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date. e. If “Shipped”, inform that the order was shipped and is waiting to be in transit and provide the tracking number. f. If “In transit”, use the tool @easypost_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. g. If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation. h. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was delivered. i. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation. j. If “Canceled”, inform that the order was already canceled.
Example policy
To address WISMO inquiries effectively, use a policy that mirrors this logic. Replace platform-specific commands as needed to reflect the right platforms, such as EasyPost and Kustomer. For instance, substitute @shopify_order_details with @easypost_order_details. When using platform names in commands, always use lowercase and connect words into one string.
