Ingredients

Skio, Gorgias, 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

Updating an email address is a frequent request in customer support, especially in subscription-based services where customers need to maintain accurate contact information. This request involves changing the email address associated with a customer’s account, which is crucial for receiving order confirmations, newsletters, and other communications. Handling these requests efficiently is vital to maintaining seamless communication and customer satisfaction.

Which Platforms Does This AI Policy Work On?

This AI policy is designed to work seamlessly on Skio, Gorgias, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring maximum flexibility and adaptability for businesses seeking to streamline their customer support operations.

When Should I Use This Policy?

Use this policy when a customer requests to update the email address associated with their account. The policy efficiently guides the customer through the process, ensuring that the update is handled correctly and promptly.

Policy Logic

1. Ask for the User’s Current Email Address

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

3. Ask for the New Email Address

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

5. Check for Duplicate Accounts

6. Use @check_email_exists to verify if the new email address is already associated with another account.

7. If it is, provide a macro message: “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 customer’s email in Skio.
10. 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. The logic is straightforward and efficient:

1. Ask for the User’s Current Email Address

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

3. Ask for the New Email Address

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

5. Check for Duplicate Accounts

6. Use @check_email_exists to verify if the new email address is already associated with another account.

7. If it is, provide a macro message: “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 customer’s email in Skio.
10. Inform the customer that their email has been successfully updated.

To explore more AI policies, visit the Explore more AI policies page.