Ingredients
Smartrr, 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 modify the delivery address associated with their order or subscription. Such requests are common when customers move to a new location, realize an error in their original entry, or wish to reroute their shipment to a different address for convenience. Efficiently handling these tickets is crucial for maintaining customer satisfaction, as timely updates can prevent delivery mishaps and ensure that orders reach the right destination without unnecessary delays.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly with Smartrr, Gladly, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring a broad compatibility across different systems.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their account. The policy logic follows a straightforward process:
- Ask for the user’s current email address.
Use @get_smartrr_account_details to check if the provided email exists in Smartrr.
Ask for the New Shipping Address.
Prompt the customer to provide the new shipping address they wish to use.
Check for Duplicate Addresses.
- Use @check_address_exists to verify if the new shipping address is already associated with another account.
If it is, use a macro to inform the customer: “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.
- Use @update_shipping_address(current_email: str, new_address: str) to update the customer’s shipping address in Smartrr.
- Inform the customer that their shipping address has been successfully updated.
Policy logic
To implement this policy, follow the steps below:
- Ask for the user’s current email address.
Use @get_smartrr_account_details to verify the email in Smartrr.
Request the New Shipping Address.
Ask the customer to provide the new shipping address they want to use.
Verify Duplicate Addresses.
- Use @check_address_exists to ensure the new address is not already linked to another account.
If it is, notify the customer with a macro message for further instructions.
Update the Shipping Address in Smartrr.
- Implement the change using @update_shipping_address(current_email: str, new_address: str).
- Confirm the update with the customer.
Example policy
Here’s an example of how you can implement this policy with Smartrr and Gladly:
- Ask for the user’s current email address.
Use @get_smartrr_account_details to check if the email exists.
Request the New Shipping Address.
Get the new address from the customer.
Check for Duplicate Addresses.
- Use @check_address_exists for verification.
Provide a macro response if the address is already in use.
Update in Smartrr.
- Use @update_shipping_address(current_email: str, new_address: str).
- Confirm the address update with the customer.
