Ingredients

The systems included in this policy are Magento, 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, the “Update shipping address” ticket type refers to requests from customers who wish to change the delivery address associated with their order. This is a common request in e-commerce, as customers may need to alter the shipping destination due to various reasons such as moving to a new location, correcting an error, or ensuring the package is delivered to a more convenient address. Efficient handling of such requests is crucial for maintaining customer satisfaction and ensuring that orders reach the correct destination promptly.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with Magento, Freshdesk, and Kodif. Moreover, Kodif integrates effortlessly with all other major platforms, ensuring comprehensive support across multiple systems and environments.

When should I use this policy?

Deploy this policy when a customer requests to update the shipping address associated with their order. The policy logic is structured to efficiently handle such requests, ensuring accuracy and customer satisfaction.

Policy Logic

1. Ask for the user’s current email address:

2. Use @get_magento_account_details to verify if the provided email exists in Magento.

3. Ask for the new shipping address:

4. Request the customer to provide the new shipping address they wish to use.

5. Verify the new address:

6. Use @check_address_exists to ensure the new address is valid and not associated with another order.

7. If it is, use the macro: “The address you provided is already linked to another order. Please provide a different address or contact support for further assistance.”

8. Update the shipping address in Magento:

9. Use @update_customer_shippingaddress(current_email: str, new_address: str) to update the customer’s shipping address in Magento.
10. 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

1. Ask for the user’s current email address:

2. Use @get_magento_account_details to check if the provided email exists in Magento.

3. Ask for the new shipping address:

4. Request the customer to provide the new shipping address they want to use.

5. Check for duplicate addresses:

6. Use @check_address_exists to verify if the new shipping address is already associated with another order.

7. If it is, use the macro: “The address you provided is already linked to another order. Please provide a different address or contact support for further assistance.”

8. Update the shipping address in Magento:

9. Use @update_customer_shippingaddress(current_email: str, new_address: str) to update the customer’s shipping address in Magento.
10. Inform the customer that their shipping address has been successfully updated.

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