Ingredients

The systems used by this policy include ShipEngine, Freshdesk, 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 ticket type in customer support, particularly within the e-commerce and retail sectors. It refers to inquiries from customers about the status or location of their orders post-purchase. Customers may have questions about shipping delays, tracking information, or estimated delivery times. Efficiently managing WISMO requests is crucial for maintaining customer satisfaction and trust, as these inquiries often reflect the customer’s eagerness to receive their purchased items. Businesses typically use order-tracking systems and proactive communication strategies to handle WISMO tickets, offering automated updates and easily accessible support channels to reduce the volume of these inquiries.

Which Platforms Does This AI Policy Work On?

This AI policy is designed to work seamlessly across ShipEngine, Freshdesk, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring flexibility and compatibility with your existing systems.

When Should I Use This Policy?

Utilize this policy when customers inquire about the status of their orders. The policy is designed to handle such inquiries efficiently, providing accurate and timely responses to enhance the customer experience.

Policy Logic

The logic for handling WISMO inquiries involves several steps:

1. Ask for the User’s Email Address
2. Use the @get_shipengine_account_details tool to verify if the user’s email address exists in ShipEngine.
3. If the email address is 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_shipengine_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 is 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 @shipengine_order_details(order_id: str).
11. Provide relevant updates based on the order’s status:
    • “Approved”: Inform that the order has been approved and is awaiting processing.
    • “Processing”: Inform that the order is being processed and will soon be shipped.
    • “Pending Shipment”: Inform that the order is pending shipment and provide a shipment date.
    • “Shipped”: Inform that the order has been shipped and provide the tracking number.
    • “In Transit”: Check if the order is within the estimated delivery date. If yes, provide the expected delivery date; if not, inform the customer of the delay and transfer the request to an agent for investigation.
    • “Delivered”: Confirm delivery with the customer. If the order was not delivered, route the inquiry to an agent or escalate as needed.
    • “Canceled”: Inform that the order was canceled.

Example Policy

When managing WISMO inquiries on ShipEngine and Freshdesk, follow the outlined logic to ensure smooth and efficient customer support. Replace relevant platform-specific commands, such as using @freshdesk_order_details for Freshdesk integrations. This approach will streamline responses and improve customer satisfaction.

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