Ingredients
The systems used by this policy include Stay AI, 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
In customer support, an “Update email address” ticket refers to requests from customers wishing to change the email address associated with their account. This process is crucial for maintaining accurate customer data and ensuring that communication, such as order confirmations and promotional emails, reaches the correct recipient. Handling these requests efficiently enhances customer satisfaction by providing a seamless and secure method for updating personal information.
Which Platforms does this AI policy work on?
This AI policy is designed to work on Stay AI, Gorgias, and Kodif. Additionally, Kodif integrates with all other major platforms, making it versatile and adaptable for various customer support environments.
When should I use this policy?
Use this policy when a customer requests to update the email address associated with their account. This is an essential process for ensuring that all customer communications are sent to the correct email address, enhancing the accuracy and effectiveness of customer interaction.
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.
- Ask for the user’s current email address
a. Use @get_stayai_account_details to check if the provided email exists in Stay AI.
- Ask for the New Email Address
a. Ask the customer to provide the new email address they want to use.
- 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 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 Stay AI
a. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Stay AI.
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.
- Ask for the user’s current email address
a. Use @get_gorgias_account_details to check if the provided email exists in Gorgias.
- Ask for the New Email Address
a. Ask the customer to provide the new email address they want to use.
- 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 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 Gorgias
a. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Gorgias.
b. Inform the customer that their email has been successfully updated.
