Ingredients
Shopify, 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, “Update shipping address” refers to requests from customers to change the delivery address associated with an order. This is a crucial aspect of customer service as it directly impacts order fulfillment and customer satisfaction. Timely and accurate processing of these requests ensures that customers receive their orders at the correct location, thus preventing delivery mishaps and enhancing the overall shopping experience.
Which Platforms does this AI policy work on?
This AI policy works on Shopify, Salesforce Service Cloud, and Kodif. Notably, Kodif integrates with all other major platforms to ensure a seamless experience across various e-commerce and customer service tools.
When should I use this policy?
This policy should be used when a customer requests to update the shipping address associated with their order. It is particularly useful in scenarios where customers realize the need for a change after placing an order, and it helps automate the update process to ensure swift and accurate address modifications.
Policy logic
- 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. Prompt the customer to provide the new shipping address they want to use.
- Check for Address Validity
a. Use @validate_address to ensure the new shipping address is valid and can be serviced.
b. If it is not valid, use macro “The address you provided is not serviceable. 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 shipping address associated with their account.
Describe the logic
- 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. Prompt the customer to provide the new shipping address they want to use.
- Check for Address Validity
a. Use @validate_address to ensure the new shipping address is valid and can be serviced.
b. If it is not valid, use macro “The address you provided is not serviceable. 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.
