Ingredients
Narvar, Zendesk, 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,” which stands for “Where Is My Order?”, is a common type of customer support inquiry that businesses encounter, particularly in the e-commerce sector. Customers often reach out with WISMO tickets when they are anxious about the status of their orders, seeking updates on shipping, delivery times, or tracking information. Managing these inquiries efficiently is crucial for maintaining customer satisfaction and trust, as it directly impacts their experience with the brand.
By streamlining WISMO inquiries through automation, businesses can provide timely and accurate responses, reducing the workload on customer support teams and enhancing overall service levels. Automated systems can quickly access and communicate order status, shipping details, and expected delivery times, minimizing the need for direct human intervention and allowing support teams to focus on more complex issues.
Which Platforms Does This AI Policy Work On?
This AI policy is compatible with Narvar, Zendesk, and Kodif. Additionally, Kodif integrates seamlessly with all major platforms, offering versatility and adaptability to suit diverse business needs.
When Should I Use This Policy?
Use this policy when customers want to know the status of their orders. Efficient handling of WISMO inquiries can significantly enhance customer satisfaction and reduce the strain on support resources. Here’s a brief overview of the policy logic:
- Ask for the User’s Email Address:
- Use @get_narvar_account_details to verify the user’s email exists in Narvar.
- If the email address is not found, request a valid email.
If still not found, route the inquiry to an agent for further investigation.
Display Recent Orders:
- Use @get_narvar_orders to retrieve the user’s recent orders.
- Display the list of recent orders and ask which specific order the user is 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 @narvar_order_details(order_id: str).
- Communicate the order status, whether “Approved,” “Processing,” “Pending Shipment,” “Shipped,” “In Transit,” “Delivered,” or “Canceled.”
- If necessary, escalate to an agent or create a ticket for unresolved issues.
Policy Logic
Utilize this policy logic to efficiently manage WISMO inquiries. 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:
- Verify email existence with @get_narvar_account_details.
- Request valid information if the email is not found.
Route to an agent if still unresolved.
Display Recent Orders:
- Retrieve orders using @get_narvar_orders.
- Confirm which order is in question.
Route to an agent if necessary.
Check Order Status:
- Retrieve status with @narvar_order_details(order_id: str).
- Provide detailed status updates.
- Escalate unresolved issues to an agent.
Example Policy
When utilizing this policy, ensure customers receive accurate and timely updates on their order status. Replace platform-specific commands with those relevant to Narvar and Zendesk as necessary. For example, replace @shopify_order_details with @narvar_order_details. This approach ensures seamless functionality across platforms.
