Ingredients
Smartrr, 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 request from a customer who wishes to change the email address associated with their account. This type of request is significant as it often involves updating critical contact information that is used for communication, billing, and account access. Addressing these tickets efficiently is crucial to maintaining accurate customer records and ensuring seamless communication with customers. An effective process for handling email updates helps in minimizing errors and enhancing customer satisfaction by providing a smooth transition for the customer’s account information.
Which Platforms does this AI policy work on?
This AI policy works on Smartrr, Kustomer, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, providing a versatile solution for diverse business needs.
When should I use this policy?
Use this policy when a customer requests to update the email address associated with their account.
Describe the 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.
- Ask for the user’s current email address
-
Use @get_smartrr_account_details to check if the provided email exists in Smartrr.
-
Ask for the New Email Address
-
Ask the customer to provide the new email address they want to use.
-
Check for Duplicate Accounts
- Use @check_email_exists to verify if the new email address is already associated with another account.
-
If it is, use macro “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 Smartrr
- Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Smartrr.
- Inform the customer that their email has been successfully updated.
Policy logic
When a customer requests to update the email address associated with their account, follow this structured approach:
- Ask for the user’s current email address
-
Use @get_kustomer_account_details to verify if the provided email exists in Kustomer.
-
Ask for the New Email Address
-
Request the customer to provide their new email address.
-
Check for Duplicate Accounts
- Use @check_email_exists to ensure the new email address isn’t already used by another account.
-
If a duplicate is found, 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.”
-
Update the Email Address in Kustomer
- Use @update_customer_email(current_email: str, new_email: str) to perform the update in Kustomer.
- Confirm the successful update with the customer.
Example policy
For a practical application of this policy, consider the following steps when a customer wants to change their email address:
- Ask for the user’s current email address
-
Use @get_smartrr_account_details to check if the email exists in Smartrr.
-
Ask for the New Email Address
-
Obtain the new email address from the customer.
-
Check for Duplicate Accounts
- Use @check_email_exists to see if the new email is already associated with another account.
-
If so, 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 Smartrr
- Use @update_customer_email(current_email: str, new_email: str) for the update.
- Notify the customer of the successful update.
