Ingredients
Skio, 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, an “Update Shipping Address” ticket type refers to customer requests to change the shipping address associated with their order or account. This is a crucial aspect of customer service, especially in e-commerce, as it directly affects order fulfillment and delivery. Ensuring that a customer’s shipping details are accurate and up-to-date helps prevent delivery issues and enhances customer satisfaction. Handling such requests promptly and accurately is vital to maintain trust and reliability with customers.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly with Skio, Freshdesk, and Kodif. However, Kodif integrates with all other major platforms, providing a versatile solution for diverse customer support needs.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their account. This is particularly useful for ensuring accurate delivery information before an order is dispatched.
Policy logic
Here’s a step-by-step guide on how to implement this policy:
- Ask for the user’s current email address
a. Use @get_skio_account_details to check if the provided email exists in Skio.
- Ask for the New Shipping Address
a. Request the customer to provide the new shipping address they want to use.
- Check for Duplicate Addresses
a. Use @check_address_exists to verify if the new shipping address is already associated with another account.
b. If it is, use the macro: “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”
- Update the Shipping Address in Skio
a. Use @update_customer_address(current_email: str, new_address: str) to update the customer’s shipping address in Skio.
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. Here is how the logic would unfold:
- Ask for the user’s current email address
a. Use @get_skio_account_details to check if the provided email exists in Skio.
- Ask for the New Shipping Address
a. Request the customer to provide the new shipping address they want to use.
- Check for Duplicate Addresses
a. Use @check_address_exists to verify if the new shipping address is already associated with another account.
b. If it is, use the macro: “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”
- Update the Shipping Address in Skio
a. Use @update_customer_address(current_email: str, new_address: str) to update the customer’s shipping address in Skio.
b. Inform the customer that their shipping address has been successfully updated.
