Ingredients

The systems used by this policy include ShipMonk, Gorgias, 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, an acronym for “Where Is My Order?”, refers to a common type of customer support inquiry focused on order tracking and status updates. In the realm of e-commerce, these inquiries are frequent as customers eagerly await their purchases and seek transparency regarding their shipment’s progress. Addressing WISMO tickets efficiently is crucial for maintaining customer satisfaction and trust, as it involves providing accurate and timely information about order status, shipping, and delivery timelines.

Which Platforms Does This AI Policy Work On?

This AI policy is designed to work seamlessly with ShipMonk, Gorgias, and Kodif. Furthermore, Kodif integrates with all other major platforms, providing a comprehensive solution for automating customer support interactions across various systems.

When Should I Use This Policy?

Utilize this policy when customers inquire about the status of their orders. It’s particularly effective in addressing WISMO tickets by automating the response process and providing real-time updates.

Policy Logic

The logic behind this policy involves using natural language commands to automate responses to WISMO inquiries. Here’s a step-by-step breakdown:

1. Ask for the user’s email address:
2. Use @get_shipmonk_account_details to check if the user with that email address exists in ShipMonk.
3. If the email address was not found, ask for a valid email address.

4. If the email address is still not found, route it to an agent for further investigation.

5. Display Recent Orders:

6. Use @get_shipmonk_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 was not found, route to an agent for further investigation.

9. Check Order Status:

10. For the selected order, retrieve the shipping status using @shipmonk_order_details(order_id: str).
11. If “Approved”, inform that the order was approved and is waiting to be processed.
12. If “Processing”, inform that the order was processed and is waiting to be shipped.
13. If “Pending Shipment”, inform that the order is pending shipment and provide a shipment date.
14. If “Shipped”, inform that the order was shipped and is waiting to be in transit and provide the tracking number.
15. If “In transit”, use the tool @shipmonk_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.
16. If no, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation.
17. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was delivered.
18. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation.
19. If “Canceled”, inform that the order was already canceled.

Example Policy

Here’s an example of how the policy is implemented using ShipMonk and Gorgias:

1. Ask for the user’s email address:
2. Use @get_gorgias_account_details to check if the user with that email address exists in Gorgias.
3. If the email address was not found, ask for a valid email address.

4. If the email address is still not found, route it to an agent for further investigation.

5. Display Recent Orders:

6. Use @get_gorgias_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 was not found, route to an agent for further investigation.

9. Check Order Status:

10. For the selected order, retrieve the shipping status using @shipmonk_order_details(order_id: str).
11. Follow the previous steps to inform the customer based on the order status.

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