Ingredients

This policy utilizes three key systems: Narvar, 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” stands for “Where Is My Order?” and is a prevalent ticket type in customer support, especially within the e-commerce sector. These inquiries are initiated by customers seeking updates on the status, location, or estimated delivery times of their orders. Efficient handling of WISMO tickets is crucial for maintaining high levels of customer satisfaction, as it directly impacts a customer’s perception of your brand’s reliability and transparency. By addressing these inquiries promptly and accurately, businesses can reduce customer anxiety and build trust.

Which Platforms Does This AI Policy Work On?

This AI policy is designed to work seamlessly with Narvar, Gorgias, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring broad applicability and flexibility in managing customer support operations.

When Should I Use This Policy?

This policy should be utilized whenever customers inquire about the status of their orders. By automating responses to WISMO inquiries, businesses can provide timely and accurate information, enhancing the customer experience and freeing up support agents to handle more complex issues.

The logic behind this policy involves using specific commands to interact with your platforms effectively. Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.

1. Ask for the User’s Email Address:
2. Use @get_narvar_account_details to check if the user with that email address exists in Narvar.
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_narvar_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 @narvar_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 @narvar_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. If no, inform the customer that the route is delayed and transfer the request to an agent for investigation.
16. If “Delivered”, inform that the order was delivered and confirm with the customer if the order was delivered.
17. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation.
18. If “Canceled”, inform that the order was already canceled.

Policy Logic

This policy should be applied when customers want to know the status of their orders. It automates the process of handling WISMO inquiries, ensuring customers receive prompt and accurate updates while reducing the workload on customer support teams.

Example Policy

The logic for the policy is similar to the one described in the “When Should I Use This Policy” section, with commands tailored to interact with Narvar and Gorgias instead of Shopify. For instance, replace @shopify_order_details with @narvar_order_details. Use the platform-specific commands appropriately to ensure smooth operation across the integrated systems.

Explore More AI Policies