Ingredients
BigCommerce, 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 shipping address” ticket type explained
In customer support, “Update shipping address” tickets refer to requests from customers who wish to change the shipping address associated with their order after it has been placed. This type of request is common in e-commerce, as customers might realize they entered an incorrect address or need to redirect their package to a different location. Handling such requests efficiently is crucial for maintaining customer satisfaction and ensuring that orders are delivered accurately and on time.
Which Platforms does this AI policy work on?
This AI policy is specifically designed to operate seamlessly on BigCommerce, Kustomer, and Kodif. Additionally, Kodif integrates with all other major platforms, providing a robust solution for automating customer support across different systems.
When should I use this policy?
This policy should be used when a customer requests to update the shipping address associated with their account. The logic behind this policy is straightforward and efficient.
- Ask for the User’s Current Email Address
a. Use @get_bigcommerce_account_details to check if the provided email exists in BigCommerce.
- Ask for the New Shipping Address
a. Request the customer to provide the new shipping address they wish to use.
- Check for Order Status
a. Verify if the order is eligible for an address update using @bigcommerce_order_status.
b. If the order is not eligible, inform the customer and offer alternative solutions or escalate to an agent.
- Update the Shipping Address in BigCommerce
a. Use @update_shipping_address(current_email: str, new_address: str) to update the customer’s shipping address in BigCommerce.
b. Confirm with the customer that their shipping address has been successfully updated.
Policy logic
To efficiently manage requests to update a shipping address, follow this logic:
- Ask for the User’s Current Email Address
a. Use @get_bigcommerce_account_details to ensure the email is associated with a valid account.
- Ask for the New Shipping Address
a. Request the new shipping address from the customer.
- Check for Order Status
a. Confirm if the order can still have its shipping address updated using @bigcommerce_order_status.
b. If not, guide the customer on next steps or escalate.
- Update the Shipping Address in BigCommerce
a. Execute the address update using @update_shipping_address(current_email: str, new_address: str).
b. Notify the customer of the successful update.
Example policy
Here’s an example of how you can implement this policy:
- Ask for the User’s Current Email Address
a. Use @get_bigcommerce_account_details to verify the email’s existence in BigCommerce.
- Ask for the New Shipping Address
a. Gather the new shipping address details from the customer.
- Check for Order Status
a. Use @bigcommerce_order_status to confirm the order’s eligibility for a shipping address change.
b. If ineligible, notify the customer and suggest alternatives or escalate to a support agent.
- Update the Shipping Address in BigCommerce
a. Use @update_shipping_address(current_email: str, new_address: str) to process the change.
b. Inform the customer that the update has been completed successfully.
