Ingredients
The systems used by this policy are ShipEngine, Gladly, 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 industry. These tickets arise when customers need information about the status or location of their orders post-purchase. Handling WISMO inquiries efficiently is essential for maintaining customer satisfaction and trust. Typically, customers expect transparent and prompt updates regarding shipment tracking, delivery timelines, and any potential delays. Addressing these inquiries effectively can alleviate customer anxiety and reduce the volume of support requests, allowing customer service teams to focus on more complex issues.
Which Platforms Does This AI Policy Work On?
This AI policy is designed to work seamlessly on ShipEngine, Gladly, and Kodif. Additionally, Kodif integrates with all other major platforms, providing a versatile solution for businesses across different sectors.
When Should I Use This Policy?
This policy should be used when customers inquire about the status of their orders. It is designed to streamline the process of responding to WISMO tickets, ensuring customers receive accurate and timely information.
To implement this policy, you can leverage the following logic:
Ask for the User’s Email Address
a. Use @get_shipengine_account_details to check if the user with that email address exists within ShipEngine.
b. If the email address is 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_gladly_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 is not found, route to an agent for further investigation.Check Order Status
a. For the selected order, retrieve the shipping status using @shipengine_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 @shipengine_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 AI policy is designed to handle inquiries about the status of customer orders effectively. When customers are eager to know “Where Is My Order?”, the policy leverages AI tools to provide timely and accurate responses.
Ask for the User’s Email Address
a. Use @get_shipengine_account_details to verify the user’s email within ShipEngine.
b. If unsuccessful, request a valid email.
c. Route unresolved cases to an agent.Display Recent Orders
a. Retrieve orders using @get_gladly_orders.
b. Display and inquire about specific orders.
c. Route unresolved orders to an agent.Check Order Status
a. Use @shipengine_order_details to get shipping details.
b. Provide status updates based on order stage (Approved, Processing, etc.).
c. Address delivery delays by routing to agents if necessary.
Example Policy
Here’s an example of how the WISMO policy is applied:
Ask for the User’s Email Address
a. Validate email with @get_shipengine_account_details.
b. Request further verification if needed.
c. Route unresolved cases to an agent.Display Recent Orders
a. Retrieve orders with @get_gladly_orders.
b. List recent orders for inquiries.
c. Route unresolved orders to an agent.Check Order Status
a. Use @shipengine_order_details for shipping details.
b. Provide status updates: Approved, Processing, Shipped, etc.
c. Handle delivery delays with agent routing, if needed.
By effectively using this policy, businesses can streamline the WISMO inquiry process, enhancing customer satisfaction and operational efficiency.
