Ingredients

The systems used by this policy include Stay AI, 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 orders. This is a common scenario in e-commerce, as customers may realize they entered an incorrect address or have moved to a new location after placing an order. Efficient handling of such requests is crucial to ensuring customer satisfaction, preventing delivery delays, and avoiding returns. By automating the process of updating shipping addresses, businesses can streamline operations, reduce manual errors, and enhance the overall customer experience.

Which Platforms does this AI policy work on?

This AI policy is compatible with Stay AI, Gladly, and Kodif. Furthermore, Kodif integrates seamlessly with all other major platforms, offering flexibility and ease of use across different customer service environments.

When should I use this policy?

You should use this policy when a customer requests to update the shipping address associated with their order. By automating this process, you can ensure that address changes are handled quickly and accurately, minimizing disruptions in the delivery process and enhancing customer satisfaction.

Policy logic

To implement this policy, follow these steps:

1. Ask for the user’s current shipping address:

2. Use @get_stayai_account_details to verify if the provided address exists in Stay AI.

3. Ask for the New Shipping Address:

4. Request the customer to provide the new shipping address they wish to use.

5. Check for Address Validity:

6. Use @check_address_validity to ensure the new address is deliverable and correct.

7. If the address is invalid, use a macro: “The address you provided is invalid. Please provide a different address or contact support for further assistance.”

8. Update the Shipping Address in Stay AI:

9. Use @update_shipping_address(current_address: str, new_address: str) to update the customer’s address in Stay AI.
10. 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 order. The steps are as follows:

1. Ask for the user’s current shipping address:

2. Verify with @get_stayai_account_details for the current address details.

3. Ask for the New Shipping Address:

4. Request the new address from the customer.

5. Check for Address Validity:

6. Use @check_address_validity to ensure the new address is valid and deliverable.

7. If invalid, prompt the customer with: “The address you provided is invalid. Please provide a different address or contact support for further assistance.”

8. Update the Shipping Address in Stay AI:

9. Update using @update_shipping_address(current_address: str, new_address: str).
10. Confirm with the customer that their address has been updated successfully.

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