Ingredients

Recharge, 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

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 request, as customers may want to update their contact information due to changes in personal details or preferences. Handling such requests efficiently is crucial to maintaining customer satisfaction, ensuring seamless communication, and protecting customer data integrity. Automating this process helps reduce manual errors and frees up support agents to focus on more complex inquiries.

Which Platforms does this AI policy work on?

This AI policy works on Recharge, Kustomer, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, facilitating a smooth customer support experience across various systems.

When should I use this policy?

Use this policy when a customer requests to update the email address associated with their account.

Policy Logic

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

2. Ask for the New Email Address
   a. Ask 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 Recharge
   a. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Recharge.
   b. 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.

Policy Logic

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

2. Ask for the New Email Address
   a. Ask 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 Kustomer
   a. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Kustomer.
   b. Inform the customer that their email has been successfully updated.

Explore more AI policies