Ingredients

The systems used by this policy include Prive, Salesforce Service Cloud, 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 for their pending order. This task is crucial as it ensures that the product reaches the customer’s correct location, thereby maintaining customer satisfaction and preventing potential returns or delivery delays. Automating this process with AI Policies streamlines the workflow, reduces manual errors, and enhances efficiency by allowing support teams to quickly respond to such requests.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on Prive, Salesforce Service Cloud, and Kodif. Furthermore, Kodif offers integration capabilities with all other major platforms, allowing for a broad application of these AI Policies across various systems.

When should I use this policy?

This policy should be employed when a customer requests to update the shipping address associated with their account or order. The logic for this policy involves a series of streamlined steps:

1. Ask for the user’s current email address

2. Use @get_prive_account_details to check if the provided email exists in Prive.

3. Ask for the New Shipping Address

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

5. Check for Duplicate Addresses

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

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

8. Update the Shipping Address in Prive

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

Policy logic

This policy logic is designed to address customer requests to update the shipping address associated with their account. The steps are as follows:

1. Ask for the user’s current email address

2. Use @get_prive_account_details to check if the provided email exists in Prive.

3. Ask for the New Shipping Address

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

5. Check for Duplicate Addresses

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

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

8. Update the Shipping Address in Prive

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

Example policy

This policy example outlines the process to update a shipping address:

1. Ask for the user’s current email address

2. Use @get_prive_account_details to check if the provided email exists in Prive.

3. Ask for the New Shipping Address

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

5. Check for Duplicate Addresses

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

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

8. Update the Shipping Address in Prive

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

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