Ingredients
Shopify, 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
In customer support, the “Update Shipping Address” ticket type refers to requests from customers who need to change the destination address of their orders. This is a common occurrence in e-commerce, where customers may realize they entered an incorrect address or have moved to a different location since placing their order. Efficient handling of such requests is crucial, as it ensures that packages are delivered to the correct address, preventing delays and reducing the likelihood of returns. Addressing these requests promptly helps maintain customer satisfaction and trust in the brand, as customers appreciate the ability to correct errors swiftly and seamlessly.
Which Platforms does this AI policy work on?
This AI policy operates on Shopify, Kustomer, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, offering versatility and ease of use across different systems.
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 orders are delivered accurately and timely, enhancing customer satisfaction and reducing logistical complications.
Policy 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_shopify_account_details to check if the provided email exists in Shopify.
- Ask for the New Shipping Address
a. Request the customer to provide the new shipping address they want to update.
- Check for Address Validity
a. Use @check_address_validity to ensure the new address is serviceable and valid.
b. If it is not valid, use the macro “The address you provided is not valid. Please provide a different address or contact support for further assistance.”
- Update the Shipping Address in Shopify
a. Use @update_shipping_address(current_email: str, new_address: str) to update the customer’s shipping address in Shopify.
b. Inform the customer that their shipping address has been successfully updated.
Example policy
Use this policy when a customer requests to update the email 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_shopify_account_details to check if the provided email exists in Shopify.
- Ask for the New Email Address
a. Ask the customer to provide the new email address they want to use.
- Check for Duplicate Accounts
a. Use @check_email_exists to verify if the new email address is already associated with another account.
b. If it is, use macro “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”
- Update the Email Address in Shopify
a. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Shopify.
b. Inform the customer that their email has been successfully updated.
