Ingredients

The systems used by this policy include Narvar, Salesforce Service Cloud, 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 type of customer support inquiry in the e-commerce sector. These tickets are generated when customers reach out to inquire about the status or location of their orders. Handling WISMO inquiries efficiently is crucial for maintaining customer satisfaction and minimizing the load on customer support teams. As customers expect timely updates and transparency around their orders, WISMO management often involves integrating robust tracking systems and proactive communication strategies to ensure customers are well-informed about their order status.

Which Platforms Does This AI Policy Work On?

This AI policy operates on Narvar, Salesforce Service Cloud, and Kodif. Moreover, Kodif seamlessly integrates 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 employed when customers inquire about the status of their orders. The primary aim is to streamline the response to WISMO inquiries, providing accurate and timely updates to enhance the customer experience.

To implement this policy, you can use the following logic:

1. Ask for the User’s Email Address
2. Use @get_salesforceservicecloud_account_details tool to check if the user with that email address exists in Salesforce Service Cloud.
3. If the email address was not found, request 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_narvar_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 was 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 @narvar_order_details(order_id: str).
11. Provide updates based on the status of the order, such as “Approved”, “Processing”, “Pending Shipment”, “Shipped”, “In Transit”, “Delivered”, or “Canceled”.
12. If necessary, route complex inquiries to an agent or escalate for further investigation.

Policy Logic

The policy logic involves a structured approach to handling WISMO inquiries:

1. Ask for the User’s Email Address
2. Use @get_salesforceservicecloud_account_details to verify existence.

3. Request a valid email if not found, and escalate if necessary.

4. Display Recent Orders

5. Retrieve using @get_narvar_orders and inquire about specific orders.

6. Escalate if orders are not found.

7. Check Order Status

8. Use @narvar_order_details to determine and communicate order status.
9. Handle special cases by escalating to agents if needed.

Example Policy

This example policy showcases how to automate WISMO inquiries using Narvar and Salesforce Service Cloud. The policy is designed to provide clear, step-by-step updates to customers regarding their order status:

1. Ask for the User’s Email Address
2. Use @get_salesforceservicecloud_account_details to check user existence.

3. Request a valid email if not found, and escalate if necessary.

4. Display Recent Orders

5. Retrieve recent orders using @get_narvar_orders.
6. Ask which specific order the customer wants to inquire about.

7. Escalate if orders are not found.

8. Check Order Status

9. Use @narvar_order_details to provide detailed status updates.
10. Handle special cases by escalating to agents if necessary.

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