Ingredients
ShipEngine, 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, standing for “Where Is My Order?”, is a prevalent type of customer support inquiry where customers seek information about the status or location of their shipments. In the realm of e-commerce and logistics, WISMO inquiries are vital to managing customer expectations and ensuring satisfaction. These tickets often include questions about tracking information, expected delivery dates, or status updates on delayed shipments. Efficient handling of WISMO requests is crucial for maintaining trust and loyalty, as customers expect timely and accurate responses regarding their purchases.
Which Platforms Does This AI Policy Work On?
The AI policy for managing WISMO inquiries is designed to work seamlessly on platforms like ShipEngine, Gorgias, and Kodif. Additionally, Kodif integrates with all other major platforms, offering a versatile solution for businesses looking to automate and streamline their customer support operations.
When Should I Use This Policy?
This policy should be used whenever customers inquire about the status of their orders. It is especially useful in scenarios where businesses receive a high volume of order-related inquiries and need to provide quick, accurate responses to maintain customer satisfaction.
Policy Logic
The logic for handling WISMO inquiries involves several steps to ensure customer queries are addressed efficiently:
- Ask for the User’s Email Address
- Use @get_shipengine_account_details to verify the user’s existence in ShipEngine.
- If the email address is not found, request 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 the user’s recent orders.
- Display the list of recent orders and ask the user which specific order they would like to inquire about.
If the order is not found, route to an agent for further investigation.
Check Order Status
- For the selected order, retrieve the shipping status using @shipengine_order_details(order_id: str).
- Provide status updates based on the retrieved information, such as “Approved,” “Processing,” “Pending Shipment,” “Shipped,” “In Transit,” “Delivered,” or “Canceled.”
- If discrepancies arise, escalate the issue to an agent for further assistance.
Example Policy
The example policy for managing WISMO inquiries is straightforward and can be adapted to various platforms like ShipEngine and Gorgias:
- Ask for the User’s Email Address
- Use @get_gorgias_account_details to verify the user’s existence in Gorgias.
- If the email address is not found, ask for a valid email address.
If still not found, route the inquiry to an agent for further investigation.
Display Recent Orders
- Use @get_gorgias_orders to retrieve the user’s recent orders.
- Display the list of recent orders and ask the user which specific order they would like to inquire about.
If the order is not found, route to an agent for further investigation.
Check Order Status
- For the selected order, retrieve the shipping status using @gorgias_order_details(order_id: str).
- Provide status updates based on the retrieved information and escalate issues as needed.
This flexible approach allows businesses to provide timely and accurate updates to customers, enhancing the overall customer experience.
