Ingredients
The systems used by this policy include Prive, Gladly, 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 a customer’s request to change the delivery address associated with a recent order. This is a common request in e-commerce, as customers might realize that they need to update their shipping details due to a move, an error in the initial address entry, or a last-minute change of plans. Efficiently handling these requests is crucial for ensuring customer satisfaction and preventing logistical issues during the order fulfillment process.
Address updates must be handled promptly to ensure that the order reaches the correct destination without delay. Automating this process through AI policies can significantly streamline operations, reduce the workload on customer service teams, and enhance the overall customer experience.
Which Platforms does this AI policy work on?
This AI policy is specifically designed to work on Prive, Gladly, and Kodif. However, Kodif integrates seamlessly with all other major platforms, providing a versatile and comprehensive solution for updating shipping addresses in customer support scenarios.
When should I use this policy?
This policy should be used when a customer requests to update the shipping address associated with their order. By automating this process, businesses can ensure quick and accurate updates, reducing the risk of shipping errors and enhancing customer satisfaction.
Policy logic
To carry out the update shipping address process, follow these steps:
- Ask for the user’s current email address
a. Use @get_prive_account_details to verify if the provided email exists in Prive.
- Ask for the New Shipping Address
a. Request the customer to provide the new shipping address they wish to use.
- Check for Duplicate Accounts
a. Use @check_address_exists to ensure the new address is not already linked to another account.
b. If it is, use the 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 Prive
a. Use @update_customer_shipping(current_email: str, new_address: str) to update the customer’s shipping address in Prive.
b. Inform the customer that their shipping address has been successfully updated.
Example policy
To ensure proper implementation, follow this example policy:
- Ask for the user’s current email address
a. Use @get_prive_account_details to check if the provided email exists in Prive.
- 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 address is already associated with another account.
b. If it is, use the 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 Prive
a. Use @update_customer_shipping(current_email: str, new_address: str) to update the customer’s shipping address in Prive.
b. Notify the customer that their shipping address has been successfully updated.
