Ingredients

BigCommerce, Freshdesk, 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 shipping address” ticket type explained

In customer support, the “Update shipping address” ticket type refers to requests initiated by customers to modify the delivery address for their ongoing orders. This is a common request in e-commerce, especially when customers realize they’ve entered an incorrect address or have moved to a new location after placing their order. Handling these requests promptly and accurately is crucial for maintaining customer satisfaction and ensuring that orders are delivered seamlessly to the right destination.

Which Platforms does this AI policy work on?

This AI policy is designed to function seamlessly on BigCommerce, Freshdesk, and Kodif. Additionally, Kodif integrates with all other major platforms, providing a versatile solution for diverse customer support environments.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their account. The policy logic is straightforward and efficient, ensuring quick updates to customer information:

1. Ask for the User’s Current Email Address
   a. Use @get_bigcommerce_account_details to check if the provided email exists in BigCommerce.

2. Ask for the New Shipping Address
   a. Request the new shipping address the customer wants to use.

3. Verify Address Validity
   a. Use @check_address_validity to confirm that the new address is valid and serviceable.

b. If it’s not, use macro “The address you provided is not valid. Please provide a different address or contact support for further assistance.”

1. Update the Shipping Address in BigCommerce
   a. Use @update_customer_address(current_email: str, new_address: str) to update the address in BigCommerce.

b. Inform the customer that their shipping address has been successfully updated.

Policy logic

This policy should be used when a customer requests to update the shipping address associated with their account. The process involves a few key steps:

1. Ask for the User’s Current Email Address
   a. Use @get_bigcommerce_account_details to verify the existence of the email in BigCommerce.

2. Request the New Shipping Address
   a. Ask the customer to provide the new address they wish to set.

3. Check for Address Validity
   a. Use @check_address_validity to ensure the new address is valid and accessible.

b. If invalid, respond with “The address you provided is not valid. Please provide a different address or contact support for further assistance.”

1. Execute the Address Update in BigCommerce
   a. Use @update_customer_address(current_email: str, new_address: str) to make the necessary updates in BigCommerce.

b. Confirm to the customer that their shipping address update was successful.

Example policy

When a customer requests to update the shipping address associated with their account, follow these steps:

1. Ask for the User’s Current Email Address
   a. Use @get_bigcommerce_account_details to verify the email in BigCommerce.

2. Request the New Shipping Address
   a. Prompt the customer for the new address they want to be used.

3. Check for Address Validity
   a. Validate the new address using @check_address_validity.

b. If found invalid, respond with, “The address you provided is not valid. Please provide a different address or contact support for further assistance.”

1. Update the Address
   a. Use @update_customer_address(current_email: str, new_address: str) to update the address in BigCommerce.

b. Notify the customer that their shipping address has been successfully updated.

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