Ingredients
The systems used by this policy include BigCommerce, Zendesk, 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 shipping address associated with their order. This is a common request, especially in e-commerce, where customers may need to alter the delivery destination due to changes in personal circumstances or errors during the initial order placement. Handling these requests efficiently is crucial as it ensures timely delivery, enhances customer satisfaction, and reduces the risk of lost or misdirected packages. Automating this process through AI policies can streamline operations and reduce the workload on customer support teams.
Which Platforms does this AI policy work on?
This AI policy is designed to work on BigCommerce, Zendesk, and Kodif. Furthermore, Kodif integrates seamlessly with all other major platforms, ensuring broad compatibility and flexibility in handling customer support tasks across different systems.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their order. This can help ensure that shipping details are accurate and orders are delivered to the correct location.
Describe the 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 current shipping address
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Use @get_bigcommerce_account_details to check if the provided address exists in BigCommerce.
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Ask for the New Shipping Address
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Ask the customer to provide the new shipping address they want to use.
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Check for Valid Address
- Use @validate_address to ensure the new address is valid and serviceable.
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If it is not, use a macro to inform the user: “The shipping address you provided is not valid. Please provide a different address or contact support for further assistance.”
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Update the Shipping Address in BigCommerce
- Use @update_shipping_address(current_address: str, new_address: str) to update the customer’s shipping address in BigCommerce.
- 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 order.
Describe the 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 current shipping address
-
Use @get_bigcommerce_account_details to check if the provided address exists in BigCommerce.
-
Ask for the New Shipping Address
-
Ask the customer to provide the new shipping address they want to use.
-
Check for Valid Address
- Use @validate_address to ensure the new address is valid and serviceable.
-
If it is not, use a macro to inform the user: “The shipping address you provided is not valid. Please provide a different address or contact support for further assistance.”
-
Update the Shipping Address in BigCommerce
- Use @update_shipping_address(current_address: str, new_address: str) to update the customer’s shipping address in BigCommerce.
- Inform the customer that their shipping address has been successfully updated.
