Ingredients
Skio, Gladly, 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 to change the delivery address associated with their order or account. This is a common request, especially in e-commerce, where customers may need to update their shipping details due to a recent move, a mistake in the original address, or a change in delivery preferences. Efficient handling of these requests is crucial to ensure timely delivery of products and to maintain customer satisfaction. By automating this process, businesses can reduce the workload on support teams, minimize errors, and provide a seamless experience for customers.
Which Platforms does this AI policy work on?
This AI policy is specifically designed to work on Skio, Gladly, and Kodif. Additionally, Kodif offers integrations with all other major platforms, making it a versatile choice for businesses looking to streamline their customer support processes across various tools.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their account or order. The process involves the following steps:
- Ask for the User’s Current Email Address
Use the command
@get_gladly_account_detailsto verify if the provided email exists in Gladly.Ask for the New Shipping Address
Request the customer to provide the new shipping address they wish to use.
Check for Duplicate Addresses
Use
@check_address_existsto ensure the new address isn’t already associated with another account.If it is, apply 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
Use
@update_customer_address(current_email: str, new_address: str)to apply the changes in Skio.Confirm with the customer that their shipping address has been successfully updated.
Policy logic
This policy is employed when a customer requests to update their shipping address associated with their account or order. The logic involves:
- Ask for the User’s Current Email Address
Use the command
@get_gladly_account_detailsto verify if the provided email exists in Gladly.Ask for the New Shipping Address
Request the customer to provide the new shipping address they wish to use.
Check for Duplicate Addresses
Use
@check_address_existsto ensure the new address isn’t already associated with another account.If it is, apply 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
Use
@update_customer_address(current_email: str, new_address: str)to apply the changes in Skio.Confirm with the customer that their shipping address has been successfully updated.
Example policy
To illustrate, here’s an example of how this policy is executed:
- Ask for the User’s Current Email Address
Use
@get_gladly_account_detailsto verify if the provided email exists in Gladly.Ask for the New Shipping Address
Request the customer to provide the new shipping address they wish to use.
Check for Duplicate Addresses
Use
@check_address_existsto ensure the new address isn’t already associated with another account.If it is, apply 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
Use
@update_customer_address(current_email: str, new_address: str)to apply the changes in Skio.Confirm with the customer that their shipping address has been successfully updated.
