At Kodif we are AI obsessed, but we are absolutely customer crazy. We spent the last few months building some great features to turbocharge your customer support. Automated AI policies in natural language, analytics and insights platform, and advanced ticket classification, check out below!
AI Policies: Define automations in natural language
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.
Enhanced Analytics and Reporting with Multi-Dimensional Insights and Alerts
We are excited to introduce a powerful expansion of our Analytics and Reports capabilities across chatbot, copilot, and email automation products. Our enhanced analytics provide detailed performance and quality metrics to help CX teams optimize their support operations. In chatbot analytics, you can track key metrics such as conversations handled, recognition rate, resolution rate, and engagement, while copilot analytics focuses on agent adoption, productivity, and the effectiveness of copilot suggestions. For email automation, you’ll gain insights into email performance, eligibility for automation, and CSAT scores. With the ability to create custom reports, you can dive deeper into performance data and keep your main analytics focused on the key metrics that matter most to your team.
Our new multi-dimensional insights elevate your analytics even further by allowing you to track data across a range of customizable dimensions, such as topics, sentiment, CSAT, and AI CSAT, all designed to give you a clearer understanding of customer interactions. CX teams can even define custom questions to uncover valuable business insights tailored to your needs.
To stay ahead of emerging trends, real-time alerts allow you to monitor spikes in key areas such as negative sentiment, AI CSAT changes, and specific topics, enabling proactive management of customer support and ensuring that your team can respond quickly to issues as they arise.
With these powerful tools, you can make informed decisions, optimize performance, and deliver better customer experiences at scale.
Streamline Ticket Classification and Unlock Actionable Insights
We are excited to launch Configurable Topics, an advanced ticket classification system designed to enhance AI-powered customer support. With this feature, tickets are automatically tagged by the AI and organized into a multi-level hierarchical structure, making it easier than ever to categorize and analyze customer issues. From broad categories like “Payment Issues” to highly specific sub-tags like “Credit Card Refunds” or “Duplicate Payments,” the deep tagging system ensures every ticket is classified with precision, providing you with valuable insights into recurring problems and customer pain points.
What sets Configurable Topics apart is its flexibility. While the AI handles the initial tagging, CX teams can manually adjust, freeze, move, or add tags to align with business needs, ensuring your classification structure stays up-to-date and accurate. This adaptability means you can continuously refine the system, improving consistency and reducing errors over time. Additionally, all tagging activity is reflected in Analytics and Insights & Alerts, allowing you to track trends, spot emerging issues, and take proactive action to address root causes. With Configurable Topics, businesses can gain a clearer understanding of customer needs, optimize their support processes, and make data-driven decisions that drive continuous improvement.
Book a demo now and let’s talk about upgrading your customer support!
