Ingredients

The systems used by this policy include OrderGroove, Kustomer, 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 to change the email address associated with their account. This is a common support request, as customers may change their email providers, want to consolidate multiple accounts, or correct errors in their account information. Efficiently handling these requests is crucial for maintaining accurate customer records, ensuring seamless communication, and enhancing the overall customer experience. Automation plays a key role in managing these updates quickly and accurately, minimizing downtime and reducing the workload on support teams.

Which Platforms does this AI policy work on?

This AI policy is designed to operate seamlessly across OrderGroove, Kustomer, and Kodif. Additionally, Kodif integrates 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 email address associated with their account. The process involves a straightforward series of steps to ensure accuracy and security:

1. Ask for the user’s current email address
   a. Use @get_ordergroove_account_details to check if the provided email exists in OrderGroove.

2. Ask for the New Email Address
   a. Prompt the customer to provide the new email address they want to use.

3. Check for Duplicate Accounts
   a. Use @check_email_exists to verify if the new email address is already associated with another account.
   b. If it is, use 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.”

4. Update the Email Address in OrderGroove
   a. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in OrderGroove.
   b. Inform the customer that their email has been successfully updated.

Policy logic

This policy is employed when a customer wants to change the email address linked to their account. The logic is designed to ensure a smooth transition and maintain data integrity.

1. Ask for the user’s current email address
   a. Verify if the email exists in the system using @get_kustomer_account_details.

2. Ask for the New Email Address
   a. Collect the new email address from the customer.

3. Check for Duplicate Accounts
   a. Verify the new email against existing accounts using @check_email_exists.
   b. If a duplicate is found, prompt the customer with the macro for further assistance.

4. Update the Email Address in Kustomer
   a. Execute @update_customer_email(current_email: str, new_email: str) to change the email in Kustomer.
   b. Confirm the update to the customer.

Example policy

When a customer requests to update the email address associated with their account, follow this simple process:

1. Ask for the user’s current email address
   a. Use @get_ordergroove_account_details to verify the email in OrderGroove.

2. Ask for the New Email Address
   a. Request the new email address from the customer.

3. Check for Duplicate Accounts
   a. Check for existing records with the new email using @check_email_exists.
   b. If a duplicate exists, inform the customer using the macro.

4. Update the Email Address in Kustomer
   a. Update the email using @update_customer_email(current_email: str, new_email: str) in Kustomer.
   b. Notify the customer of the successful update.

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