Ingredients
OrderGroove, 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, an “Update shipping address” ticket refers to a request from a customer to change the delivery address associated with an existing order. This process is critical for ensuring that products reach customers correctly and timely. Handling these requests efficiently helps to prevent delivery mishaps, enhances customer satisfaction, and reduces the potential for returns or undelivered packages. It’s a common concern in e-commerce, where customers may need to change their shipping address due to various reasons such as moving to a new location, realizing an error post-purchase, or preferring an alternative address for delivery.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly with OrderGroove, Freshdesk, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring a flexible 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 order. This is particularly useful in scenarios where a customer realizes an error in the initially provided address or wishes to have their order shipped to a different location.
Policy 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.
a. Use @get_ordergroove_account_details to check if the provided address exists in OrderGroove.
- Ask for the New Shipping Address
a. Ask the customer to provide the new shipping address they want to use.
- Check for Address Validity
a. Use @check_address_validity to verify if the new address is valid and can be shipped to.
b. If it is not, use macro “The shipping address you provided is invalid. Please provide a different address or contact support for further assistance.”
- Update the Shipping Address in OrderGroove
a. Use @update_shipping_address(current_address: str, new_address: str) to update the customer’s shipping address in OrderGroove.
b. Inform the customer that their shipping address has been successfully updated.
Example policy
Use this policy when a customer requests to update the email address associated with their account.
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 email address
a. Use @get_ordergroove_account_details to check if the provided email exists in OrderGroove.
- Ask for the New Email Address
a. Ask the customer to provide the new email address they want to use.
- Check for Duplicate Accounts
a. Use @check_email_exists to verify if the new email address is already associated with another account.
b. If it is, use macro “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”
- Update the Email Address in OrderGroove
a. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in OrderGroove.
b. Inform the customer that their email has been successfully updated.
