Ingredients

Smartrr, 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 process is crucial for ensuring that customers receive important communications, updates, and notifications related to their accounts or purchases. Handling these requests efficiently helps maintain customer satisfaction and ensures seamless communication between the customer and the business.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Smartrr, Gladly, and Kodif. Importantly, Kodif seamlessly integrates with all other major platforms, ensuring broad compatibility and ease of use across various customer support systems.

When should I use this policy?

Use this policy when a customer requests to update the email address associated with their account. This is crucial for maintaining accurate customer records and ensuring that all communications are directed to the correct email address.

Policy Logic

Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.

1. Ask for the User’s Current Email Address

2. Use @get_smartrr_account_details to check if the provided email exists in Smartrr.

3. Ask for the New Email Address

4. Ask 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, use 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 Smartrr

9. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Smartrr.
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. Follow these steps to ensure the process is handled smoothly:

1. Ask for the User’s Current Email Address

2. Use @get_gladly_account_details to verify the email in Gladly.

3. Ask for the New Email Address

4. Request the new email address from the customer.

5. Check for Duplicate Accounts

6. Use @check_email_exists to confirm if the new email is already in use.

7. If needed, apply 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 Gladly

9. Use @update_customer_email(current_email: str, new_email: str) to change the email in Gladly.
10. Inform the customer once the update is complete.

Explore more AI policies