Ingredients

Prive, Zendesk, 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 the realm of customer support, the “Update Shipping Address” ticket type refers to requests from customers to change the delivery address for their orders. This scenario is common in e-commerce and subscription services, where customers may need to alter the shipping details due to various reasons, such as moving to a new location or correcting an address error. Efficiently handling these requests is crucial for ensuring timely deliveries and maintaining customer satisfaction. Automating this process can significantly reduce the workload on support teams and improve response times, providing a seamless experience for the customer.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly across Prive, Zendesk, and Kodif. Moreover, Kodif integrates easily with other major platforms to ensure comprehensive support for your business needs.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their order. This policy automates the process, ensuring accuracy and efficiency.

Policy logic

When a customer requests to update their shipping address, the following logical steps are undertaken for a smooth transition:

1. Ask for the user’s current email address.

2. Use @get_prive_account_details to verify 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 Validity.

6. Verify the new address using @check_address_validity to ensure it is deliverable.

7. Update the Shipping Address in Prive.

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

Example policy

Here’s a practical example of the policy in action:

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 want to use.

5. Check for Validity.

6. Use @check_address_validity to ensure the new address is deliverable.

7. Update the Shipping Address in Prive.

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

Explore more AI policies