Ingredients

The systems used by this policy include Skio, 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 the realm of customer support, the “Update email address” ticket type refers to requests from customers who wish to change the email address associated with their account. This is a common scenario in customer service, as users may change their primary email for various reasons, such as switching email providers or wanting to consolidate accounts. Handling these requests efficiently is crucial for maintaining customer satisfaction and ensuring that communication from the company reaches the correct inbox. This process involves verifying the customer’s identity, checking for potential duplicate accounts, and updating the email address in the system.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Skio, Gladly, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, offering a versatile solution for various customer support needs.

When should I use this policy?

Use this policy when a customer requests to update the email address associated with their account. This typically occurs when users change their email provider or wish to update their contact information to ensure they receive all communications from your business.

Policy logic

This policy is used when a customer requests to update their email address. Here’s how the logic unfolds:

1. Ask for the user’s current email address

2. Use @get_skio_account_details to verify if the email exists in Skio.

3. Ask for the New Email Address

4. Request the customer to provide the new email address they wish to use.

5. Check for Duplicate Accounts

6. Use @check_email_exists to determine if the new email address is already linked to another account.

7. If it is, inform the user with the macro: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”

8. Update the Email Address in Skio

9. Use @update_customer_email(current_email: str, new_email: str) to update the email in Skio.
10. Confirm to the customer that their email has been successfully updated.

Example policy

When should we use this policy?

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

1. Ask for the user’s current email address

2. Use @get_skio_account_details to verify if the email exists in Skio.

3. Ask for the New Email Address

4. Request the customer to provide the new email address they wish to use.

5. Check for Duplicate Accounts

6. Use @check_email_exists to determine if the new email address is already linked to another account.

7. If it is, inform the user with the macro: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”

8. Update the Email Address in Skio

9. Use @update_customer_email(current_email: str, new_email: str) to update the email in Skio.
10. Confirm to the customer that their email has been successfully updated.

Explore more AI policies