Ingredients

Smartrr, 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 involves requests from customers to change the delivery address for their orders. This is crucial in ensuring that shipments reach the correct location, especially if a customer has moved or initially provided incorrect details. Handling these requests efficiently helps in preventing delivery delays, reducing return-to-sender occurrences, and maintaining high levels of customer satisfaction. Automating the process of updating shipping addresses with AI policies streamlines operations, reduces the burden on support teams, and enhances the customer experience by providing quick and accurate updates.

Which Platforms Does This AI Policy Work On?

This AI policy is designed to work on Smartrr, Salesforce Service Cloud, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, ensuring a versatile and comprehensive solution for customer support automation.

When Should I Use This Policy?

Use this policy when a customer requests to update the shipping address associated with their order. This policy automates the process, ensuring that changes are made accurately and efficiently.

Policy 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.

1. Ask for the user’s current email address:

2. Use @get_smartrr_account_details to check if the provided email exists in Smartrr.

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 shipping address is already associated with another account.

7. If it is, use the macro “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 Smartrr:

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

Example Policy

Use this policy when a customer requests to update the shipping address associated with their account.

Policy 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.

1. Ask for the user’s current email address:

2. Use @get_smartrr_account_details to check if the provided email exists in Smartrr.

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 shipping address is already associated with another account.

7. If it is, use the macro “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 Smartrr:

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

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