Ingredients
BigCommerce, 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 email address” ticket type explained
In customer support, an “Update email address” ticket pertains to requests from customers who wish to change the email address associated with their account. This task is crucial because email addresses are often used as primary identifiers for accounts and are essential for communication, password resets, and receiving order updates. Ensuring this information is accurate and up-to-date is vital for maintaining customer trust and ensuring smooth interactions with the brand. Automating this process can significantly enhance efficiency and reduce the workload on support teams, allowing them to focus on more complex issues.
Which Platforms does this AI policy work on?
This AI policy is designed to operate seamlessly on BigCommerce, Gorgias, and Kodif. Furthermore, Kodif integrates with all other major platforms, offering a versatile solution for businesses looking to streamline their customer support operations.
When should I use this policy?
Use this policy when a customer requests to update the email address associated with their account. It ensures that customer information is kept current, which is essential for effective communication and service delivery.
Policy logic
This policy is activated when a customer requests to update the email address associated with their account. Here’s how the logic unfolds:
- Ask for the user’s current email address.
Use @get_bigcommerce_account_details to check if the provided email exists in BigCommerce.
Ask for the New Email Address.
Request the customer to provide the new email address they wish to use.
Check for Duplicate Accounts.
- Use @check_email_exists to verify if the new email address is already associated with another account.
If it is, apply a macro: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”
Update the Email Address in BigCommerce.
- Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in BigCommerce.
- Inform the customer that their email has been successfully updated.
Example policy
Use this policy when a customer requests to update the email address associated with their account. Here’s the detailed logic:
- Ask for the user’s current email address.
Use @get_bigcommerce_account_details to check if the provided email exists in BigCommerce.
Ask for the New Email Address.
Request the customer to provide the new email address they wish to use.
Check for Duplicate Accounts.
- Use @check_email_exists to verify if the new email address is already associated with another account.
If it is, apply a macro: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”
Update the Email Address in BigCommerce.
- Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in BigCommerce.
- Inform the customer that their email has been successfully updated.
