Ingredients
OrderGroove, 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, an “Update Shipping Address” ticket type refers to requests from customers who wish to change the shipping address associated with an order they have placed. This is a common scenario in e-commerce, where users might realize the need to update their address due to relocation, errors in the initial address entry, or preferences for delivery at a different location. Handling such requests efficiently is crucial to ensure timely delivery and maintain customer satisfaction. Automating this process can significantly reduce the workload on support teams and provide quick resolutions for customers.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly with OrderGroove, Salesforce Service Cloud, and Kodif. Kodif also integrates with all other major platforms, ensuring flexibility and scalability for businesses looking to automate their customer support processes.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their order.
Policy Logic
The logic for this policy involves a series of steps executed through natural language processing and integrated tools:
- Ask for the User’s Current Shipping Address:
Use @get_ordergroove_order_details to verify if the provided address is linked with an existing order in OrderGroove.
Ask for the New Shipping Address:
Request the customer to provide the new shipping address they want to use.
Check for Address Conflicts:
Use @check_address_conflict to ensure the new address is serviceable and not associated with delivery restrictions.
Update the Shipping Address:
- Use @update_ordergroove_shipping_address(current_address: str, new_address: str) to change the shipping address in OrderGroove.
- Notify the customer that their shipping address has been successfully updated.
Example Policy
When should we use this policy?
Use this policy when a customer requests to update the shipping address associated with their order.
Describe the Logic
Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.
- Ask for the User’s Current Shipping Address:
Use @get_ordergroove_order_details to verify if the provided address is linked with an existing order in OrderGroove.
Ask for the New Shipping Address:
Request the customer to provide the new shipping address they want to use.
Check for Address Conflicts:
Use @check_address_conflict to ensure the new address is serviceable and not associated with delivery restrictions.
Update the Shipping Address:
- Use @update_ordergroove_shipping_address(current_address: str, new_address: str) to change the shipping address in OrderGroove.
- Notify the customer that their shipping address has been successfully updated.
