Ingredients
BigCommerce, 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.
“Update shipping address” ticket type explained
In customer support, “Update shipping address” refers to requests made by customers to change the delivery address associated with their order. This is a common type of ticket that customer support teams handle, especially in e-commerce platforms where customers may realize they need to adjust their shipping information after placing an order. Efficiently managing these requests is crucial, as incorrect shipping addresses can lead to delivery issues, increased costs, and customer dissatisfaction. Automating this process can significantly enhance the customer experience by providing timely updates and reducing manual errors.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly on BigCommerce, Salesforce Service Cloud, and Kodif. Additionally, Kodif integrates with all other major platforms, making it a versatile solution for diverse e-commerce environments.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their order. This automation is particularly useful in scenarios where quick updates are necessary to ensure accurate and timely deliveries.
Policy logic
- Ask for the user’s current email address
a. Use @get_bigcommerce_account_details to check if the provided email exists in BigCommerce.
- Ask for the New Shipping Address
a. Request the customer to provide the new shipping address they want to use.
- Validate the New Address
a. Use @validate_address_format to ensure the new address is correctly formatted.
b. If the address is invalid, use the macro “The address you provided seems incorrect. Please provide a valid address or contact support for further assistance.”
- Update the Shipping Address in BigCommerce
a. Use @update_shipping_address(current_email: str, new_address: str) to update the customer’s shipping 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.
- Ask for the user’s current email address
a. Use @get_bigcommerce_account_details to check if the provided email exists in BigCommerce.
- Ask for the New Shipping Address
a. Request the customer to provide the new shipping address they want to use.
- Validate the New Address
a. Use @validate_address_format to ensure the new address is correctly formatted.
b. If the address is invalid, use the macro “The address you provided seems incorrect. Please provide a valid address or contact support for further assistance.”
- Update the Shipping Address in BigCommerce
a. Use @update_shipping_address(current_email: str, new_address: str) to update the customer’s shipping address in BigCommerce.
b. Inform the customer that their shipping address has been successfully updated.
