Ingredients
OrderGroove, Kustomer, 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
Updating a shipping address is a common request in customer support, especially in e-commerce where timely and accurate deliveries are crucial. This request type involves changing the delivery details for an order that has already been placed. It requires access to order management systems and often needs to be handled swiftly to avoid delays or misdeliveries. Handling these requests efficiently can significantly enhance customer satisfaction and reduce potential logistical issues.
Which Platforms does this AI policy work on?
This AI policy is specifically designed to work on OrderGroove and Kustomer, with integration capabilities provided by Kodif. Kodif seamlessly integrates with all other major platforms, ensuring that businesses can utilize this policy across different systems as needed.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their order. This ensures that the updated information is processed in a timely manner, minimizing disruptions in the delivery process.
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 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 shipping address is valid and serviceable.
b. If it is not valid, use macro “The shipping 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 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 shipping 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 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 shipping address is valid and serviceable.
b. If it is not valid, use macro “The shipping 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 customer’s shipping address in OrderGroove.
b. Inform the customer that their shipping address has been successfully updated.
