Ingredients

Magento, 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 shipping address” ticket type explained

In customer support, “Update shipping address” refers to requests from customers who wish to change the delivery address for their orders. This can occur for various reasons, such as errors in the original address entry, a change in residence, or preferring delivery to a different location. Efficient handling of such requests is crucial to prevent delivery mishaps, ensure customer satisfaction, and maintain operational efficiency. Automating this process can significantly reduce the time and effort required by support agents, allowing them to focus on more complex issues while ensuring that customer requests are handled promptly and accurately.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on Magento, Zendesk, and Kodif. Moreover, Kodif integrates with all other major platforms, providing a versatile solution that can be adapted to various e-commerce environments. This ensures that businesses can maintain consistency and efficiency across different systems, enhancing the overall customer experience.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their order. This is especially beneficial when you want to automate the process to minimize manual errors and expedite resolution times.

Policy Logic

1. Ask for the user’s current email address.

   • Use @get_magento_account_details to check if the provided email exists in Magento.

2. Ask for the New Shipping Address.

   • Request the customer to provide the new shipping address they wish to use.

3. Check for Duplicate Addresses.

   • Use @check_address_exists to verify if the new address is already associated with another account or order.
   • If it is, use a macro: “The address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”

4. Update the Shipping Address in Magento.

   • Use @update_shipping_address(current_email: str, new_address: str) to update the customer’s shipping address in Magento.
   • Inform the customer that their shipping address has been successfully updated.

Example Policy

Here’s an example of how this policy can be implemented:

1. Ask for the user’s current email address.

   • Use @get_magento_account_details to check if the provided email exists in Magento.

2. Ask for the New Shipping Address.

   • Request the customer to provide the new shipping address they wish to use.

3. Check for Duplicate Addresses.

   • Use @check_address_exists to verify if the new address is already associated with another account or order.
   • If it is, use a macro: “The address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”

4. Update the Shipping Address in Magento.

   • Use @update_shipping_address(current_email: str, new_address: str) to update the customer’s shipping address in Magento.
   • Inform the customer that their shipping address has been successfully updated.

Explore more AI policies