Ingredients
The systems used by this policy include BigCommerce, Gladly, 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 refers to a request from a customer to change the delivery address associated with their order. This type of request is common in e-commerce, where customers may need to update addresses due to errors at the time of purchase or changes in delivery locations. Handling these requests swiftly and accurately is crucial, as it directly affects customer satisfaction and the timely delivery of products. Automating this process through AI policies can significantly enhance efficiency, reduce the potential for human error, and free up customer service agents to focus on more complex inquiries.
Which Platforms does this AI policy work on?
This AI policy is specifically designed to work on BigCommerce, Gladly, and Kodif. However, Kodif also integrates seamlessly with all other major platforms, providing a versatile solution for businesses looking to streamline customer support operations.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their order. This policy ensures that address changes are handled efficiently and accurately, minimizing potential delays in order delivery.
Policy logic
When a customer requests to update the shipping address associated with their account, follow the logic described below:
Ask for the user’s current shipping address. a. Use @get_bigcommerce_account_details to check if the provided address exists in BigCommerce.
Request the new shipping address. a. Ask the customer to provide the new address they want to use.
Check for address validity. a. Use @check_address_exists to verify if the new address is valid and can be used.
b. If it is not valid, use the macro “The address you provided is not valid. Please provide a different address or contact support for further assistance.”
- Update the shipping address in BigCommerce. a. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s address in BigCommerce.
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. The following logic outlines the steps involved:
Ask for the user’s current shipping address. a. Use @get_bigcommerce_account_details to check if the provided address exists in BigCommerce.
Request the new shipping address. a. Ask the customer to provide the new address they want to use.
Check for address validity. a. Use @check_address_exists to verify if the new address is valid and can be used.
b. If it is not valid, use the macro “The address you provided is not valid. Please provide a different address or contact support for further assistance.”
- Update the shipping address in BigCommerce. a. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s address in BigCommerce.
b. Inform the customer that their shipping address has been successfully updated.
