Ingredients

This policy uses the following systems: Skio, Gorgias, 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 pertains to requests from customers seeking to modify the shipping address associated with their orders. This is crucial in ensuring that purchases are delivered to the correct location, which can prevent delivery errors and customer dissatisfaction. Handling these requests efficiently is vital for maintaining a smooth customer experience, as it often involves verifying order details and making necessary changes in the system promptly.

Which Platforms does this AI policy work on?

This AI policy is specifically designed to work with Skio, Gorgias, and Kodif. Kodif integrates seamlessly with all major platforms, providing a cohesive and efficient system for managing customer interactions.

When should I use this policy?

This policy is ideal to use when a customer requests to update the shipping address associated with their account. Here’s a brief overview of how the logic works:

1. Ask for the User’s Current Shipping Address
   a. Use @get_skio_account_details to verify if the provided address exists in Skio.

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

3. Check for Duplicate or Conflicting Addresses
   a. Use @check_address_exists to ensure the new address isn’t already associated with another order.
   b. If it is, utilize a macro to inform the customer: “The shipping address you provided is already linked to another order. Please provide a different address or contact support for further assistance.”

4. Update the Shipping Address in Skio
   a. Use @update_customer_shipping(current_address: str, new_address: str) to update the customer’s shipping address in Skio.
   b. Confirm to the customer that their shipping address has been successfully updated.

Policy logic

This policy should be used when a customer requests to update their shipping address. Here’s the logic outlined:

1. Ask for the User’s Current Shipping Address
   a. Use @get_skio_account_details to verify if the provided address exists in Skio.

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

3. Check for Duplicate or Conflicting Addresses
   a. Use @check_address_exists to check if the new address is associated with another order.
   b. If it is, inform the customer using a macro: “The shipping address you provided is already linked to another order. Please provide a different address or contact support for further assistance.”

4. Update the Shipping Address in Skio
   a. Use @update_customer_shipping(current_address: str, new_address: str) to update the shipping address in Skio.
   b. Inform the customer that their shipping address has been successfully updated.

Example policy

Here is an example policy for updating the shipping address when requested by a customer:

1. Ask for the User’s Current Shipping Address
   a. Use @get_skio_account_details to verify if the provided address exists in Skio.

2. Ask for the New Shipping Address
   a. Ask the customer to provide the new shipping address they want to use.

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

4. Update the Shipping Address in Skio
   a. Use @update_customer_shipping(current_address: str, new_address: str) to update the shipping address in Skio.
   b. Inform the customer that their shipping address has been successfully updated.

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