Ingredients

Recharge, 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 customer support, updating a shipping address is a common request that occurs when customers realize they need to change the delivery location of their order. This can happen due to various reasons, such as an incorrect address entry or a change in their delivery preferences. Handling these requests efficiently is crucial for maintaining customer satisfaction and ensuring that orders are delivered to the correct address without delays.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on Recharge, Zendesk, and Kodif. Moreover, Kodif integrates with all other major platforms, allowing businesses to expand their customer support capabilities beyond these specific tools.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their account. This policy is ideal for scenarios where customers have either entered an incorrect address or have changed their delivery preferences after placing an order.

Describe the logic:

1. Ask for the user’s current email address

2. Use @get_recharge_account_details to check if the provided email exists in Recharge.

3. Ask for the New Shipping Address

4. Ask the customer to provide the new shipping address they want to use.

5. Check for Duplicate Addresses

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

7. If it is, use 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 Recharge

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

Policy logic

This policy is deployed when a customer requests to update their shipping address associated with their account.

Describe the logic:

1. Ask for the user’s current email address

2. Use @get_recharge_account_details to check if the provided email exists in Recharge.

3. Ask for the New Shipping Address

4. Ask the customer to provide the new shipping address they want to use.

5. Check for Duplicate Addresses

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

7. If it is, use 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 Recharge

9. Use @update_customer_address(current_email: str, new_address: str) to update the customer’s shipping address in Recharge.
10. 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:

1. Ask for the user’s current email address

2. Use @get_recharge_account_details to check if the provided email exists in Recharge.

3. Ask for the New Shipping Address

4. Ask the customer to provide the new shipping address they want to use.

5. Check for Duplicate Addresses

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

7. If it is, use 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 Recharge

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

Explore more AI policies