Ingredients

The systems used by this policy include Stay AI, Gorgias, 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 the realm of customer support, the “Update shipping address” ticket type pertains to requests from customers to modify the destination address for their orders. This situation typically arises when customers realize that they have entered an incorrect address or need to change the delivery location due to unforeseen circumstances. Handling such requests efficiently is crucial as it directly impacts the delivery of goods and overall customer satisfaction. Automated solutions for updating shipping addresses help reduce manual errors, streamline processes, and improve the customer experience by ensuring timely and accurate deliveries.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with Stay AI, Gorgias, and Kodif. Additionally, Kodif integrates with all other major platforms, enabling a broad spectrum of compatibility and functionality across various customer support systems.

When should I use this policy?

You should use this policy when a customer requests to update the shipping address associated with their account. The process involves the following steps:

1. Ask for the User’s Current Email Address

2. Use @get_stayai_account_details to check if the provided email 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 Duplicate Addresses

6. Use @check_address_exists to verify if the new address is already associated with another account.

7. If it is, use a macro: “The address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”

8. Update the Shipping Address in Stay AI

9. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s shipping address in Stay AI.
10. Inform the customer that their shipping address has been successfully updated.

Policy logic

The policy logic involves using automated tools to efficiently manage customer requests for updating information. By leveraging AI policies, businesses can minimize errors and ensure customer satisfaction through a streamlined process.

1. Ask for the User’s Current Email Address

2. Use @get_stayai_account_details to ensure the email is valid.

3. Ask for the New Email Address

4. Request the customer to provide their desired new email address.

5. Check for Duplicate Accounts

6. Verify the new email with @check_email_exists.

7. If it exists, provide a macro message to guide the customer.

8. Update the Email Address in Stay AI

9. Use @update_customer_email(current_email: str, new_email: str) to complete the update.
10. Confirm the successful update to the customer.

Example policy

When should we use this policy? Use this policy when a customer requests to update the shipping address associated with their account. The logic follows a structured approach:

1. Ask for the User’s Current Email Address

2. Use @get_gorgias_account_details to validate the email in Gorgias.

3. Ask for the New Shipping Address

4. Collect the new shipping address from the customer.

5. Check for Duplicate Addresses

6. Use @check_address_exists to ensure the address is unique.

7. Provide a macro if a duplicate is found.

8. Update the Shipping Address in Gorgias

9. Execute @update_customer_address(current_address: str, new_address: str) to update the address.
10. Notify the customer of the successful update.

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