Ingredients

Skio, Zendesk, 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 is a request from a customer to change or update the email address associated with their account. This is a common request, as users may change their email provider, want to consolidate accounts, or simply update their contact information for better communication. Handling these requests efficiently is crucial as it impacts the customer’s ability to receive important notifications, billing information, and other communications from the service provider. Automating this process can significantly improve the customer experience by providing quick and accurate updates while reducing the workload on support staff.

Which Platforms does this AI policy work on?

The AI policy for updating email addresses is designed to work seamlessly on Skio, Zendesk, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring broad compatibility and ease of use across different systems.

When should I use this policy?

Use this policy when a customer requests to update the email address associated with their account. This automation ensures that the process is handled swiftly and accurately, maintaining data integrity and customer satisfaction.

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. 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 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.

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. 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 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.

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