Ingredients

Stay AI, Salesforce Service Cloud, 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 made by customers to change the shipping address associated with an order after it has been placed. This is a critical function within customer service operations, as it ensures that orders are delivered correctly and on time, thereby enhancing customer satisfaction. Address update requests can arise for various reasons, including errors during order placement or changes in the customer’s location. Efficient handling of these requests is essential to prevent misdeliveries and to maintain a positive customer experience.

Which Platforms Does This AI Policy Work On?

This AI policy is designed to integrate seamlessly with Stay AI, Salesforce Service Cloud, and Kodif. Moreover, Kodif‘s flexibility allows it to integrate with all other major platforms, ensuring a comprehensive solution for managing customer support interactions.

When Should I Use This Policy?

Use this policy when a customer requests to update the shipping address associated with their order. The policy automates the process, ensuring that customer requests are handled promptly and accurately, reducing the workload on customer support teams and improving the overall customer experience.

Policy Logic

Here’s the step-by-step logic for handling a request to update a shipping address:

1. Ask for the User’s Current Shipping Address

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

3. Ask for the New Shipping Address

4. Ask the customer to provide the new shipping address they want to use.

5. Check for Address Validity and Updates

6. Use @check_address_validity to ensure the new address is valid and can be delivered to.

7. If it is valid, proceed to update; if not, use macro “The shipping address you provided is not valid. 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.

Example Policy

Here’s how the policy logic would look for updating a shipping address:

1. Ask for the User’s Current Shipping Address

2. Use @get_stayai_account_details to verify the current address in Stay AI.

3. Ask for the New Shipping Address

4. Request the customer to provide the new shipping address.

5. Check for Address Validity and Updates

6. Use @check_address_validity to confirm the new address.

7. If valid, proceed to update; otherwise, notify the customer of the invalid address.

8. Update the Shipping Address in Stay AI

9. Use @update_customer_address(current_address: str, new_address: str) to modify the shipping address in Stay AI.
10. Confirm with the customer that the update has been successful.

Explore more AI policies