Ingredients
The systems involved in this policy are OrderGroove, 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 customer support, the “Update Shipping Address” ticket type refers to requests from customers to change the delivery address associated with their orders. This can occur for various reasons, such as a customer realizing they entered the wrong address, moving to a new location, or preferring delivery to a different address. Handling these requests efficiently is crucial to ensure that orders reach the right destination without delays or additional shipping costs. Automating the process of updating shipping addresses can significantly enhance customer satisfaction by reducing the time and effort required to make these changes.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly with OrderGroove, Gorgias, and Kodif. Moreover, Kodif integrates with all other major platforms, providing a comprehensive solution for managing customer support across various systems.
When should I use this policy?
This policy should be employed when a customer requests to update the shipping address associated with their account. The automation helps streamline the process, ensuring that changes are made accurately and efficiently without manual intervention.
Describe the logic
To implement this policy, use the following logic:
- Ask for the user’s current email address
a. Use @get_ordergroove_account_details to check if the provided email exists in OrderGroove.
- Ask for the New Shipping Address
a. Request the customer to provide the new shipping address they want to use.
- Check for Duplicate Accounts
a. Use @check_address_exists to verify if the new shipping address is already associated with another account.
b. If it is, use macro “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”
- Update the Shipping Address in OrderGroove
a. Use @update_customer_address(current_email: str, new_address: str) to update the customer’s shipping address in OrderGroove.
b. Inform the customer that their shipping address has been successfully updated.
Policy logic
When a customer requests to update their shipping address, follow the logic outlined above to ensure a smooth transition. The policy helps automate the steps, reducing the need for manual updates and minimizing errors.
Example policy
To illustrate how this policy can be applied, consider the following example:
- Ask for the user’s current email address
a. Use @get_ordergroove_account_details to verify the email in OrderGroove.
- Ask for the New Shipping Address
a. Ask the customer for the new shipping address they prefer.
- Check for Duplicate Accounts
a. Use @check_address_exists to ensure the new address isn’t linked to another account.
b. If a duplicate is found, inform the customer to provide a different address or contact support.
- Update the Shipping Address in OrderGroove
a. Use @update_customer_address(current_email: str, new_address: str) to make the update in OrderGroove.
b. Notify the customer of the successful update.
By utilizing these steps, you can efficiently manage shipping address updates, enhancing overall customer satisfaction and reducing workload on support teams.
