Ingredients
Narvar, 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 customer support, especially in the e-commerce sector. These tickets arise when customers want updates on their order status, tracking information, or anticipate delivery times. Addressing WISMO effectively is crucial for maintaining customer satisfaction and reducing support team workload. Automated systems and AI-driven policies can play a significant role in streamlining responses to these inquiries, providing accurate and timely information that enhances customer trust and experience.
Which Platforms Does This AI Policy Work On?
This AI policy is designed to work seamlessly with Narvar, Kustomer, and Kodif. Kodif integrates with all other major platforms, allowing for a versatile and comprehensive approach to managing customer support inquiries, including WISMO tickets.
When Should I Use This Policy?
Use this policy when customers want to know the status of their orders. The policy logic is structured to efficiently guide support interactions, ensuring that customer inquiries are met with precise and helpful responses.
Policy Logic
When should we use this policy? Use this policy when customers want to know the status of the orders.
Describe the logic 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 @get_narvar_account_details tool to check if the user with that email address exists in Narvar. 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 @get_narvar_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 @narvar_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 @narvar_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
When should we use this policy? Use this policy when customers want to know the status of their orders.
Describe the logic 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 @get_kustomer_account_details tool to check if the user with that email address exists in Kustomer. 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 @get_kustomer_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 @kustomer_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 @kustomer_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.
