Ingredients
The systems used by this policy include Prive, 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.
“Update shipping address” ticket type explained
In customer support, an “Update shipping address” ticket type refers to requests from customers who wish to change the shipping address for their order. This is a common scenario in e-commerce, where customers may realize that they entered the wrong address or need to redirect their package to a different location. Handling these requests efficiently is crucial to maintaining customer satisfaction and preventing shipping errors.
Customer support teams must be equipped with the tools and processes to verify the identity of the requester, ensure the order has not yet been shipped, and update the address in the system accurately. Automating this process with AI policies can significantly reduce the time and effort required to manage such requests, ensuring swift and accurate updates while minimizing the risk of errors.
Which Platforms does this AI policy work on?
This AI policy works on Prive, Freshdesk, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, providing a comprehensive solution for customer support automation across diverse systems.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their account. This can occur when an order has been placed but not yet shipped, and the customer realizes a change is necessary.
Policy 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.
- Ask for the user’s order number.
a. Use @get_prive_order_details to check if the provided order exists in Prive.
- Ask for the new shipping address.
a. Ask the customer to provide the new shipping address they want to use.
- Verify Order Status
a. Use @check_order_status to ensure the order is eligible for address change (e.g., not yet shipped).
b. If it is not, use the macro “The order is already in the shipping process and cannot be updated. Please contact support for further assistance.”
- Update the Shipping Address in Prive
a. Use @update_shipping_address(order_id: str, new_address: str) to update the customer’s shipping address in Prive.
b. Inform the customer that their shipping address has been successfully updated.
Example policy
Use this policy when a customer requests to update the shipping address associated with their account.
Policy 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.
- Ask for the user’s order number.
a. Use @get_prive_order_details to check if the provided order exists in Prive.
- Ask for the new shipping address.
a. Ask the customer to provide the new shipping address they want to use.
- Verify Order Status
a. Use @check_order_status to ensure the order is eligible for address change (e.g., not yet shipped).
b. If it is not, use the macro “The order is already in the shipping process and cannot be updated. Please contact support for further assistance.”
- Update the Shipping Address in Prive
a. Use @update_shipping_address(order_id: str, new_address: str) to update the customer’s shipping address in Prive.
b. Inform the customer that their shipping address has been successfully updated.
