Ingredients
Skio, 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 refers to a request made by a customer to change the delivery address associated with an order. This type of request is crucial for ensuring that products are shipped to the correct location, especially if a customer realizes that their originally provided address is incorrect or if they have moved to a new address. Efficiently handling these requests is vital for maintaining customer satisfaction and avoiding delivery errors, which can lead to additional costs and negative customer experiences.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly on Skio, Salesforce Service Cloud, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring broad applicability and ease of use across diverse systems.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their account or order. The logic behind this policy involves a series of steps to ensure accuracy and security during the address update process.
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Ask for the user’s current email address.
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Use @get_skio_account_details to check if the provided email exists in Skio.
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Ask for the New Shipping Address.
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Request the customer to provide the new shipping address they want to use.
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Check for Duplicate Accounts.
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Use @check_address_exists to verify if the new address is already associated with another account.
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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.”
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Update the Shipping Address in Skio.
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Use @update_customer_address(current_email: str, new_address: str) to update the customer’s shipping address in Skio.
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Inform the customer that their shipping address has been successfully updated.
Policy logic
This policy should be employed when a customer wants to update the shipping address linked to their account or order. Here’s a breakdown of the policy logic:
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Ask for the user’s current email address.
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Use @get_skio_account_details to verify the existence of the email in Skio.
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Request the New Shipping Address.
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Inquire the customer about the new shipping address.
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Check for Duplicates.
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Use @check_address_exists to confirm if the new address is already tied to another account.
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If so, relay the message: “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”
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Update the Shipping Address.
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Employ @update_customer_address(current_email: str, new_address: str) to apply changes in Skio.
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Notify the customer of the successful update of their shipping address.
Example policy
When a customer requests to update the shipping address linked to their account, follow this structured policy:
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Verify the user’s current email address.
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Use @get_skio_account_details to ensure the email exists in Skio.
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Request the New Shipping Address.
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Ask the customer for the desired new shipping address.
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Check for Duplicate Addresses.
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Use @check_address_exists to see if the address is already in use.
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If detected, inform: “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”
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Update the Shipping Address.
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Execute @update_customer_address(current_email: str, new_address: str) for updates in Skio.
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Confirm the update completion with the customer.
