Ingredients

Narvar, Freshdesk, 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?”, is a prevalent type of customer support inquiry that involves customers reaching out to inquire about the status or whereabouts of their orders. This type of inquiry is particularly common in e-commerce and retail, where timely updates and transparency about order shipments are crucial to maintaining customer satisfaction. Efficient management of WISMO tickets can significantly enhance the customer experience by providing accurate and timely information, thereby reducing customer anxiety and enhancing trust in the brand.

Which Platforms Does This AI Policy Work On?

This AI policy is designed to work seamlessly across Narvar, Freshdesk, and Kodif. Importantly, Kodif integrates with all other major platforms, ensuring flexibility and adaptability in handling customer support across diverse e-commerce environments.

When Should I Use This Policy?

Utilize this policy whenever customers seek information about the status of their orders. By leveraging AI policies, you can streamline the response to WISMO inquiries, providing customers with immediate, accurate updates without overwhelming your customer support team.

Policy Logic

To effectively manage WISMO inquiries, the policy logic involves a series of automated steps:

1. Ask for the User’s Email Address
2. Use @get_freshdesk_account_details to verify if the user’s email exists in Freshdesk.
3. If not found, request a valid email address.

4. If still not found, route the inquiry to an agent for further investigation.

5. Display Recent Orders

6. Utilize @get_narvar_orders to retrieve the user’s recent order data.
7. Present the list of recent orders and inquire which specific order the customer is referencing.

8. If the order is not found, route to an agent for further assistance.

9. Check Order Status

10. For the selected order, obtain the shipping status using @narvar_order_details(order_id: str).
11. If “Approved”, notify the customer that the order is approved and pending processing.
12. If “Processing”, inform that the order is being prepared for shipment.
13. If “Pending Shipment”, provide the pending status with an estimated shipment date.
14. If “Shipped”, provide tracking information and note the order is in transit.
15. If “In Transit”, verify the estimated delivery date and inform the customer accordingly.
16. If “Delivered”, confirm delivery with the customer.
17. If “Canceled”, inform the customer of the order cancellation.

Example Policy

Here’s an example of how the policy might be structured:

1. Email Verification:
2. Use @get_freshdesk_account_details.

3. Address issues with email verification by routing to support if necessary.

4. Order Retrieval:

5. Use @get_narvar_orders.

6. Facilitate order selection and address missing orders with agent intervention.

7. Order Status Update:

8. Retrieve and communicate order status using @narvar_order_details.
9. Provide detailed status updates or initiate escalation for complex cases.

By implementing this policy, businesses can ensure a consistent, efficient approach to handling WISMO inquiries, enhancing customer satisfaction and operational efficiency.

Explore more AI policies