Ingredients
BigCommerce, Zendesk, 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
The “Update email address” ticket type in customer support refers to requests from customers who need to change the email address associated with their account. Handling this request efficiently is crucial as the email address is often used for communication, login credentials, and receiving order confirmations or promotional messages. By automating this process, businesses can enhance customer satisfaction by providing quick and seamless service, reducing the time spent on manual updates, and minimizing errors.
Which Platforms does this AI policy work on?
This AI policy is specifically designed for BigCommerce, Zendesk, and Kodif. Notably, Kodif integrates seamlessly with all other major platforms, ensuring a versatile and flexible solution for diverse business needs.
When should I use this policy?
This policy should be used when a customer requests to update the email address associated with their account. The policy logic is straightforward and efficient, ensuring a seamless transition without disrupting the customer’s experience.
Describe the 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.
- Ask for the user’s current email address
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Use @bigcommerce_account_details to check if the provided email exists in BigCommerce.
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Ask for the New Email Address
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Ask the customer to provide the new email address they want to use.
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Check for Duplicate Accounts
- Use @check_email_exists to verify if the new email address is already associated with another account.
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If it is, use macro “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”
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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
This policy is designed for when a customer requests to update the email address associated with their account.
Describe the 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.
- Ask for the user’s current email address
-
Use @bigcommerce_account_details to check if the provided email exists in BigCommerce.
-
Ask for the New Email Address
-
Ask the customer to provide the new email address they want 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, use 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.
