Ingredients

Smartrr, Freshdesk, 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 email address” ticket type explained

In customer support, an “Update email address” ticket refers to a request from a customer to change the email address associated with their account. This is a common request as customers may change their primary email for various reasons such as switching email providers, consolidating accounts, or updating their contact information for security purposes. Handling these requests efficiently is crucial, as it ensures customer data accuracy and enhances the overall customer experience by maintaining seamless communication.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Smartrr, Freshdesk, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, making it a versatile tool for customer support automation across different systems.

When should I use this policy?

Use this policy when a customer requests to update the email address associated with their account. Here’s how the logic unfolds:

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 Email Address

4. Request the customer to provide the new email address they wish to use.

5. Check for Duplicate Accounts

6. Use @check_email_exists to verify if the new email address is already associated with another account.

7. If it is, apply the macro: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”

8. Update the Email Address in Smartrr

9. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Smartrr.
10. Inform the customer that their email has been successfully updated.

Policy logic

This policy should be employed when a customer requests to update the email address associated with their account. Here’s the step-by-step logic to follow:

1. Ask for the User’s Current Email Address

2. Use @get_smartrr_account_details to confirm the existence of the current email in Smartrr.

3. Ask for the New Email Address

4. Solicit the new email address from the customer.

5. Check for Duplicate Accounts

6. Execute @check_email_exists to determine if the new email is tied to another account.

7. If a duplicate is found, use the macro: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”

8. Update the Email Address in Smartrr

9. Implement @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Smartrr.
10. Notify the customer about the successful update of their email address.

Example policy

This policy should be applied when a customer requests an update to their account’s email address. Follow this logical sequence:

1. Ask for the User’s Current Email Address

2. Verify the email’s existence in Smartrr using @get_smartrr_account_details.

3. Ask for the New Email Address

4. Gather the new email information from the customer.

5. Check for Duplicate Accounts

6. Run @check_email_exists to check for an existing account with the new email.

7. If a duplicate is discovered, utilize the macro: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”

8. Update the Email Address in Smartrr

9. Execute @update_customer_email(current_email: str, new_email: str) in Smartrr to reflect the change.
10. Confirm to the customer that their email has been updated successfully.

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