Ingredients

EasyPost, Salesforce Service Cloud, 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 customer support inquiry in the e-commerce sector. These tickets arise when customers seek updates on the status and location of their orders. Efficient handling of WISMO requests is crucial, as it directly impacts customer satisfaction and trust. By providing timely and accurate information on order status, companies can reduce the volume of these inquiries and improve the overall customer experience.

Which Platforms Does This AI Policy Work On?

This AI policy is designed to work seamlessly with EasyPost, Salesforce Service Cloud, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring a versatile and comprehensive solution for managing WISMO inquiries across various systems.

When Should I Use This Policy?

This policy should be employed whenever customers inquire about the status of their orders. It is specifically crafted to streamline the process of responding to WISMO tickets, ensuring customers receive prompt and accurate information.

Policy Logic

When should we use this policy? Use this policy when customers want to know the status of the orders.

Describe the 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.

1. Ask for the user’s email address
2. Use @geteasypostaccountdetails to verify if the user with that email address exists on EasyPost.
3. If the email address is not found, prompt the user 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 @geteasypostorders 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 is not found, route to an agent for further investigation.
9. Check Order Status:
10. For the selected order, retrieve the shipping status using @easypostorderdetails(order_id: str).
11. If “Approved”, inform the user that the order was approved and is awaiting processing.
12. If “Processing”, inform the user that the order is being processed and will be shipped shortly.
13. If “Pending Shipment”, inform the user that the order is pending shipment and provide an estimated shipment date.
14. If “Shipped”, notify the user that the order has been shipped and provide the tracking number.
15. If “In transit”, use the tool @easypostorderdetails to check if the order is within the estimated delivery date. If yes, inform the user that the order is in transit and provide the expected delivery date.
16. If the order is delayed, inform the customer that the route is delayed and that the request will be transferred to an agent for investigation.
17. If “Delivered”, inform the user that the order was delivered and confirm with the customer if the order was received.
18. If the order was not delivered, route to an agent or create a ticket to escalate for further investigation.
19. If “Canceled”, inform the user that the order was canceled.

Example Policy

When should we use this policy? Use this policy when customers want to know the status of the orders.

Describe the 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.

1. Ask for the user’s email address
2. Use @geteasypostaccountdetails tool to check if the user with that email address exists in EasyPost.
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 @geteasypostorders 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 @easypostorderdetails(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 in transit, providing the tracking number.
15. If “In transit”, use the tool @easypostorderdetails 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 delayed, inform the customer of the delay and transfer the request to an agent for investigation.
17. If “Delivered”, confirm with the customer if the order was received.
18. If not delivered, route to an agent or escalate for further investigation.
19. If “Canceled”, inform that the order was already canceled.

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