Ingredients

The systems used by this policy include Prive, 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 a request from a customer to change the shipping address associated with an existing order. This can occur for a variety of reasons, such as the customer entering the wrong address during checkout, moving to a new location, or needing to redirect a shipment to another address. Handling these requests efficiently is critical to ensuring customer satisfaction and preventing delivery issues.

Customer support teams must manage these updates promptly to avoid delays in the shipping process. Automation tools and AI policies, like those offered by Kodif, can streamline this process, ensuring that address updates are processed quickly and accurately. This reduces the workload on support staff and enhances the customer experience by minimizing errors and ensuring timely deliveries.

Which Platforms does this AI policy work on?

This AI policy works seamlessly on Prive, Gorgias, and Kodif. Additionally, Kodif integrates with all other major platforms, providing a versatile solution for managing customer support tasks across different systems.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their account. This can be crucial for ensuring the correct delivery of products and maintaining customer satisfaction.

Policy logic

The policy logic involves several key steps to ensure the shipping address is updated correctly:

1. Ask for the user’s current shipping address

2. Use @get_prive_account_details to check if the provided address exists in Prive.

3. Ask for the New Shipping Address

4. Request the customer to provide the new shipping 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, use a macro to inform the customer: “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 Prive

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

Example policy

To implement this policy, use the following example logic adapted for Prive and Gorgias:

1. Ask for the user’s current shipping address

2. Use @get_prive_account_details to verify the address.

3. Ask for the New Shipping Address

4. Request the new address from the customer.

5. Check for Duplicate Addresses

6. Use @check_address_exists to check for duplicates.

7. If duplicates are found, inform the customer using a macro.

8. Update the Shipping Address in Prive

9. Use @update_customer_address(current_address: str, new_address: str) to update the address.
10. Confirm the update with the customer.

By following this policy, you can ensure accurate and timely updates to shipping addresses, enhancing the customer experience and reducing support workload.

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