Ingredients
Recharge, 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, the “Update Shipping Address” ticket type addresses customer requests to change the delivery address for their orders. This is a common issue in e-commerce, where customers may need to correct an address mistake or switch the delivery location due to unexpected changes. Efficient handling of such requests is crucial for ensuring customer satisfaction and preventing delivery mishaps. Automating these processes helps reduce response times, minimize errors, and enhance the overall customer experience.
Which Platforms does this AI policy work on?
This AI policy operates seamlessly on Recharge, Freshdesk, and Kodif. Additionally, Kodif integrates effortlessly with all other major platforms, ensuring a broad applicability across diverse e-commerce and customer support environments.
When should I use this policy?
This policy should be used when a customer requests to update the shipping address associated with their account.
Policy Logic
To implement this policy, follow these steps:
- Ask for the user’s current email address.
Use @get_recharge_account_details to verify if the provided email exists in Recharge.
Ask for the new shipping address.
Prompt the customer to provide the updated shipping address they wish to use.
Validate new address details.
- Use @validate_shipping_address to ensure the new address is correct and deliverable.
If the address is invalid, use macro “The address you provided seems incorrect. Please provide a different address or contact support for further assistance.”
Update the shipping address in Recharge.
- Use @update_shipping_address(current_email: str, new_address: str) to update the customer’s shipping address in Recharge.
- 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. The logic is straightforward:
- Ask for the user’s current email address.
Use @get_recharge_account_details to check if the email exists in Recharge.
Request the new shipping address.
Ask the customer to provide the new shipping address they want to use.
Validate the new address.
- Use @validate_shipping_address to verify the new address is correct.
If necessary, inform the customer with a macro message regarding address validity.
Update the shipping address in Recharge.
- Use @update_shipping_address(current_email: str, new_address: str) to make changes in Recharge.
- Confirm to the customer that their address has been updated.
