Ingredients
Smartrr, 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
The “Update Shipping Address” ticket type is a common request in customer support, especially within e-commerce and subscription-based services. Customers often need to change their delivery address due to a recent move, an error in the original address, or a preference to redirect a package. Handling these requests efficiently is crucial for maintaining customer satisfaction and ensuring that shipments are delivered accurately and on time. Automating the process of updating shipping addresses can significantly reduce the workload on customer support teams and minimize the risk of errors, leading to a smoother experience for both the customer and the business.
Which Platforms does this AI policy work on?
This policy is specifically designed to work on Smartrr, Freshdesk, and Kodif. However, Kodif integrates seamlessly with all other major platforms, offering businesses the flexibility to manage customer support across different systems efficiently.
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 in scenarios where customers have moved, entered an incorrect address, or wish to reroute a shipment to a different location.
Policy logic
The logic for updating a shipping address involves several key steps to ensure accuracy and efficiency. Use the following approach:
- Ask for the user’s current shipping address.
a. Use @get_smartrr_account_details to check if the provided address exists in Smartrr.
- Ask for the New Shipping Address
a. Ask 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 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 Smartrr
a. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s shipping address in Smartrr.
b. Inform the customer that their shipping address has been successfully updated.
Example policy
To implement this policy effectively, follow these steps:
- Ask for the user’s current shipping address.
a. Use @get_smartrr_account_details to check if the provided address exists in Smartrr.
- Ask for the New Shipping Address
a. Ask 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 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 Smartrr
a. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s shipping address in Smartrr.
b. Inform the customer that their shipping address has been successfully updated.
For more detailed policies and to explore additional use cases, please visit the link below.
