Ingredients

ShipEngine, 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 common type of customer support inquiry in the e-commerce sector. These inquiries are made when customers seek information about the status or location of their orders post-purchase. Addressing WISMO tickets efficiently is crucial for maintaining customer trust and satisfaction, as it involves providing timely and accurate updates regarding shipping and delivery.

Which Platforms Does This AI Policy Work On?

This AI policy is designed to work seamlessly on ShipEngine, Kustomer, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring a comprehensive solution for managing customer inquiries across various systems.

When Should I Use This Policy?

This policy is best utilized when customers inquire about the status of their orders, providing timely and accurate information to enhance customer satisfaction.

Policy Logic

To handle WISMO inquiries efficiently, the policy logic involves a series of steps and tool integrations. Here’s how it works:

1. Ask for the User’s Email Address
2. Use @get_kustomer_account_details tool to verify if the email address exists in Kustomer.
3. If the email address is not found, prompt the user to provide a valid email.

4. If 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 from ShipEngine.
7. Display the list of recent orders and ask the user to specify which order they are inquiring about.

8. If the order is not found, route it 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. Depending on the status, provide appropriate information:
    • Approved: Inform that the order is approved and awaiting processing.
    • Processing: Inform that the order is processed and awaiting shipment.
    • Pending Shipment: Inform about pending shipment and provide a shipment date.
    • Shipped: Provide tracking information.
    • In Transit: Verify if the order is within the estimated delivery date and inform accordingly.
    • Delivered: Confirm delivery with the customer.
    • Canceled: Inform that the order is canceled.

Example Policy

When implementing the WISMO policy on ShipEngine and Kustomer, the logic remains consistent across platforms:

1. Ask for the User’s Email Address
2. Utilize @get_kustomer_account_details for validation.

3. Route to an agent if the email remains unverified.

4. Display Recent Orders

5. Extract recent orders using @get_shipengine_orders.

6. Route to an agent if orders are not found.

7. Check Order Status

8. Retrieve order status via @shipengine_order_details(order_id: str).
9. Provide corresponding updates based on the status of the order.

For businesses looking to streamline their customer support processes, leveraging AI policies across ShipEngine and Kustomer can significantly enhance efficiency and customer satisfaction.

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