Ingredients

Stay AI, Zendesk, 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, an “Update shipping address” ticket refers to requests from customers who need to modify the address where their order will be delivered. This type of request is common in e-commerce and retail sectors, as customers may realize they’ve entered an incorrect address, moved to a new location, or prefer the package to be sent to a different address than initially specified. Efficiently handling these requests is crucial to ensuring timely and accurate deliveries, thereby enhancing customer satisfaction and reducing order fulfillment issues.

Customer service teams often face challenges when updating shipping addresses, especially if orders are already in the shipping process. Timely intervention and clear communication are essential to prevent delivery mishaps. Automating this process through AI policies can streamline operations, minimize human error, and provide a seamless experience for both the customer and the support team.

Which Platforms does this AI policy work on?

This AI policy is compatible with Stay AI, Zendesk, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, enhancing the flexibility and reach of your customer support capabilities.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their order. This is particularly beneficial when:

1. Customers provide incorrect shipping details during the order process.
2. There are last-minute changes in the delivery location.
3. Orders are still in the processing stage and not yet shipped.

Policy logic

To automate the process of updating a shipping address, follow these steps:

1. Ask for the user’s current shipping address

2. Use @get_stayai_account_details to verify if the provided shipping address is linked to an existing order 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.

7. Update the Shipping Address in Stay AI

8. Use @update_shipping_address(current_address: str, new_address: str) to change the shipping details in Stay AI.
9. 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 account. The following outlines the logic:

1. Ask for the user’s current shipping address

2. Use @get_zendesk_account_details to check if the provided address exists in Zendesk.

3. Ask for the New Shipping Address

4. Prompt the customer to provide the new address they want 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, employ 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 Zendesk

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

Explore more AI policies