Ingredients
Skio, 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, the “Update Shipping Address” ticket type refers to requests from customers who need to change the delivery address for their orders. This is a common inquiry in e-commerce, as customers might realize they’ve inputted incorrect details or have moved to a new location. Efficiently managing these requests is crucial to ensuring that orders are delivered correctly and on time, which directly impacts customer satisfaction and reduces the need for further support interactions. Automating this process can significantly enhance the efficiency of support teams, allowing them to focus on more complex issues while maintaining high levels of service quality.
Which Platforms Does This AI Policy Work On?
This AI policy works on Skio, Zendesk, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, enabling a cohesive and streamlined support system across a variety of customer interaction channels.
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 when customers realize an error in their initial address or have moved to a new location after placing an order.
Policy Logic
When using this policy, the following logic is employed:
- Ask for the User’s Current Shipping Address
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Use @get_skio_account_details to check if the provided address exists in Skio.
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Ask for the New Shipping Address
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Request the customer to provide the new shipping address they want to use.
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Check for Duplicate Addresses
- Use @check_address_exists to verify if the new address is already associated with another account.
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If it is, deploy the macro: “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”
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Update the Shipping Address in Skio
- Use @update_customer_address(current_address: str, new_address: str) to update the customer’s shipping address in Skio.
- Inform the customer that their shipping address has been successfully updated.
Example Policy
To illustrate, let’s look at an example policy:
- Ask for the User’s Current Email Address
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Use @get_skio_account_details to check if the provided email exists in Skio.
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Ask for the New Email Address
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Request the customer to provide the new email address they want to use.
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Check for Duplicate Accounts
- Use @check_email_exists to verify if the new email address is already associated with another account.
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If it is, deploy the macro: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”
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Update the Email Address in Skio
- Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Skio.
- Inform the customer that their email has been successfully updated.
