Ingredients
The systems used by this policy include ShipEngine, Zendesk, and Kodif. These platforms collectively streamline the handling of WISMO tickets, enabling seamless integration and automation of customer support processes.
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 prevalent type of customer inquiry within the realm of e-commerce and retail customer support. WISMO tickets typically arise when customers seek information regarding the status, location, or expected delivery time of their orders. Addressing these inquiries effectively is crucial, as it significantly influences customer satisfaction and trust.
By automating WISMO ticket responses, businesses can efficiently handle high volumes of inquiries, reduce the workload on customer service teams, and enhance the overall customer experience. Automated systems can provide real-time updates on order status, shipment tracking, and delivery estimates, minimizing customer frustration and improving operational efficiency.
Which Platforms Does This AI Policy Work On?
This AI policy is designed to operate on ShipEngine, Zendesk, and Kodif. Additionally, Kodif integrates seamlessly with all major platforms, ensuring a versatile and comprehensive solution for managing customer support inquiries across diverse systems.
When Should I Use This Policy?
This policy is particularly useful when customers inquire about the status of their orders. It automates the process of responding to WISMO tickets, providing timely and accurate information to customers. By leveraging this policy, businesses can enhance customer satisfaction and reduce the burden on their support teams.
To implement this policy, you can utilize a straightforward logic: Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen. Here’s a step-by-step guide:
- Ask for the User’s Email Address:
- Use @get_shipengine_account_details tool to verify if the email address exists in ShipEngine.
- If not found, prompt for a valid email address.
If still not found, route the inquiry to an agent for further investigation.
Display Recent Orders:
- Use @get_shipengine_orders to retrieve recent orders associated with the email.
- Display the orders and ask which specific one the customer is inquiring about.
If the order is not found, escalate to an agent.
Check Order Status:
- For the selected order, retrieve the shipping status using @shipengine_order_details(order_id: str).
- Inform the customer based on the status (e.g., Approved, Processing, Pending Shipment, Shipped, In Transit, Delivered, Canceled).
- If necessary, transfer the request to an agent for further investigation.
Policy Logic
The policy logic is activated when customers inquire about the status of their orders. It follows a similar structure to the “When Should I Use This Policy” section, using the tools and commands specific to ShipEngine and Zendesk. The goal is to efficiently automate the response to WISMO inquiries, providing clear and accurate information to customers regarding their orders.
Example Policy
This example policy outlines the steps required to automate WISMO ticket responses using ShipEngine and Zendesk:
- Ask for the User’s Email Address:
- Use @get_shipengine_account_details to verify if the email address exists.
- If not found, request a valid email address.
Route to an agent if the email is still not found.
Display Recent Orders:
- Use @get_shipengine_orders to list recent orders.
- Ask the customer which order they are inquiring about.
Escalate to an agent if the order is not found.
Check Order Status:
- Retrieve the shipping status with @shipengine_order_details(order_id: str).
- Inform the customer of the status and next steps.
- If necessary, transfer to an agent for further investigation.
By following this policy, businesses can efficiently automate the handling of WISMO inquiries, improving customer satisfaction and streamlining support operations.
