Ingredients

The systems used by this policy include Prive, Gladly, 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 customer’s request to change the email address associated with their account. This is a common support request as customers may change their primary email for various reasons, such as switching email providers, consolidating multiple accounts, or simply preferring a different email for communications. Handling these requests efficiently is crucial to maintaining accurate customer records and ensuring seamless communication. Automating this process can significantly enhance the customer experience by reducing wait times and minimizing the potential for errors.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Prive, Gladly, and Kodif. The versatility of Kodif allows it to integrate seamlessly with all other major platforms, ensuring a broad application across various customer support ecosystems.

When should I use this policy?

Use this policy when a customer requests to update the email address associated with their account. This policy is particularly useful in ensuring that the process is handled smoothly and efficiently, reducing the need for manual intervention.

Policy Logic

• Ask for the User’s Current Email Address: Use @get_prive_account_details to check if the provided email exists in Prive.
• 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 ensure the new email is not already linked to another account. If it is, prompt the user with a message: “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 Prive: Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Prive. Confirm the update with the customer.

Example Policy

Use this policy when a customer requests to update the email address associated with their account. The policy follows a logical sequence to ensure the task is completed efficiently and correctly.

Policy Logic

• Ask for the User’s Current Email Address: Use @get_prive_account_details to verify the current email in Prive.
• Ask for the New Email Address: Have the customer provide the new email they want to utilize.
• Check for Duplicate Accounts: Use @check_email_exists to ensure no duplicate accounts exist with the new email. If duplicates are found, inform the customer: “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 Prive: Execute @update_customer_email(current_email: str, new_email: str) to change the email on Prive. Notify the customer of the successful update.

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