Ingredients
OrderGroove, 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
An “Update shipping address” ticket type in customer support refers to requests from customers to change the delivery address of their orders. This process is crucial for ensuring that customers receive their purchases at the correct location, especially if an error was made during the initial ordering process or if the customer has moved. Efficiently managing these requests is vital for maintaining customer satisfaction and trust, as it directly impacts the convenience and reliability of the delivery process. Automating this process can significantly reduce support workload and improve response times, providing a seamless experience for both customers and support teams.
Which Platforms does this AI policy work on?
This AI policy works seamlessly on OrderGroove, Gladly, and Kodif. Thanks to Kodif’s robust integration capabilities, it also supports other major platforms, ensuring flexibility and adaptability across diverse customer support ecosystems.
When should I use this policy?
Use this policy when customers request to update the shipping address associated with their orders. This policy is particularly useful for reducing manual errors and ensuring that updates are processed efficiently, minimizing disruptions in the delivery process.
Policy logic
To implement this policy when a customer needs to update their shipping address, follow this structured logic:
Ask for the User’s Current Email Address
a. Use @get_ordergroove_account_details to verify the existence of the provided email in OrderGroove.Ask for the New Shipping Address
a. Prompt the customer to provide the new shipping address details.Check for Address Validity
a. Use @validate_address to ensure the new address is valid and can receive deliveries. b. If the address is invalid, use a macro: “The address you provided is not valid. Please provide a different address or contact support for further assistance.”Update the Shipping Address in OrderGroove
a. Use @update_shipping_address(current_email: str, new_address: str) to update the address in OrderGroove. b. Inform the customer that their shipping address has been successfully updated.
Example policy
To illustrate the functionality, here’s an example policy flow:
Ask for the User’s Current Email Address
a. Use @get_ordergroove_account_details to verify the email in OrderGroove.Ask for the New Shipping Address
a. Request the new shipping address from the customer.Check for Address Validity
a. Use @validate_address to ensure the new address is valid. b. If invalid, inform the customer with: “The address you provided is not valid. Please provide a different address or contact support for further assistance.”Update the Shipping Address in OrderGroove
a. Use @update_shipping_address(current_email: str, new_address: str) to apply the update. b. Confirm the update with the customer.
By following this structured policy, customer support teams can efficiently handle updates to shipping addresses, ensuring a smooth and customer-friendly process.
