Ingredients

The systems used by this policy include Magento, 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, the “Update Shipping Address” ticket type refers to requests from customers to change the shipping address associated with their order. This is a common customer service request, often arising when customers realize an error in their provided address or need to update their details due to changes in their residence. Addressing these requests promptly is crucial to ensure successful delivery and maintain customer satisfaction. Automating this process through AI policies can significantly reduce the time and effort required from support teams, allowing them to handle such changes efficiently and accurately.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly across Magento, Gladly, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring a versatile and comprehensive approach to customer support automation.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their account. This policy helps streamline the process, ensuring that changes are made accurately and efficiently without manual intervention.

Policy logic

1. Ask for the user’s current email address
   a. Use @get_magento_account_details to check if the provided email exists in Magento.

2. Ask for the New Shipping Address
   a. Ask the customer to provide the new shipping address they want to use.

3. Check for Address Validity
   a. Use @check_address_exists to verify if the new shipping address is valid and can be updated in the system.

b. If it is not valid, use a macro: “The address you provided is not valid. Please provide a different address or contact support for further assistance.”

1. Update the Shipping Address in Magento
   a. Use @update_customer_address(current_email: str, new_address: str) to update the customer’s shipping address in Magento.

b. Inform the customer that their shipping address has been successfully updated.

Example policy

Utilize the following logic when a customer requests to update the shipping address associated with their account:

1. Ask for the user’s current email address
   a. Use @get_magento_account_details to check if the provided email exists in Magento.

2. Ask for the New Shipping Address
   a. Ask the customer to provide the new shipping address they want to use.

3. Check for Address Validity
   a. Use @check_address_exists to verify if the new shipping address is valid and can be updated in the system.

b. If it is not valid, use a macro: “The address you provided is not valid. Please provide a different address or contact support for further assistance.”

1. Update the Shipping Address in Magento
   a. Use @update_customer_address(current_email: str, new_address: str) to update the customer’s shipping address in Magento.

b. Inform the customer that their shipping address has been successfully updated.

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