Ingredients

The systems used by this policy include 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.

“Cancel subscription” ticket type explained

In the realm of customer support, a “Cancel subscription” ticket refers to a request made by a customer to terminate their ongoing subscription service. This could involve canceling a monthly subscription box, a digital service, or any recurring order that a customer no longer wishes to receive. Handling these requests effectively is crucial, as it presents an opportunity for customer retention or, at the very least, ensuring a positive final interaction with the brand. By using AI-driven policies, businesses can streamline this process, offering retention strategies like discounts or alternative products to retain the customer, or smoothly processing the cancellation to maintain goodwill.

Which Platforms does this AI policy work on?

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

When should I use this policy?

This policy is particularly useful when customers express a desire to cancel their subscriptions, and the process involves a retention step. The AI policy provides structured logic to offer retention alternatives and ensures that the cancellation process is handled smoothly, whether the customer opts to stay or leave.

Policy logic

To implement this policy, you use natural language commands and simple syntax to automate customer interactions. 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. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.

2. Once the order is selected, offer retention options to prevent cancellation:

   • Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current order if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current order.

3. Confirm Retention Decision

4. Ask the user if they are interested in one of the retention options.
5. If the user accepts:
   • Apply the agreed-upon retention offer using the relevant tools (@set_discount_to_order, @upgrade_shipping, or other applicable retention tools).
   • Inform the user that the order has been updated, and provide them with the relevant details (e.g., new discount, shipping upgrade, etc.).
   • Use @send_async_message(message: str) to notify the user that their order has been successfully updated with the retention offer.
   • Skio will also send a confirmation email detailing the order update.

6. If the user declines:

   • Proceed with the order cancellation as described in the #Single_order_cancellation_policy.

7. Post-Retention Follow-up

8. If the user accepts the retention offer, thank them for choosing to keep their order and reiterate any benefits or bonuses (e.g., a future discount).

9. Ensure the user receives a follow-up message confirming that their retention offer has been applied.

10. Escalation

11. If the user has any additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
12. In cases where the user insists on canceling despite the retention offers, proceed with cancellation as outlined in the cancellation policy.

Example policy

The policy logic described above can be directly applied to platforms such as Skio and Salesforce Service Cloud. For instance, the command @set_discount_to_order can be adapted for use within these platforms using their respective API capabilities or integration features. This ensures that the policy is not only effective but also versatile across different customer support environments.

Explore more AI policies