Ingredients

The systems used by this policy include Smartrr, Zendesk, and Kodif. These platforms work in harmony to streamline the process of updating shipping addresses, ensuring a seamless customer support experience.

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 the realm of customer support, the “Update shipping address” ticket type refers to requests from customers to modify the delivery address associated with their order. This is a common scenario where customers may have entered an incorrect address, moved to a new location, or simply need to ensure their package arrives at the right destination. Efficient handling of these requests is crucial, as it directly impacts customer satisfaction and delivery success rates. Automating this process not only reduces response times but also minimizes errors, ensuring a smooth customer experience.

Which Platforms does this AI policy work on?

This AI policy is compatible with Smartrr, Zendesk, and Kodif. Kodif integrates with all other major platforms, making it a versatile solution for businesses looking to enhance their customer support operations through automation.

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 involves a series of steps that ensure the customer’s request is handled efficiently and accurately.

Describe the logic:

1. Ask for the user’s current shipping address
   a. Use @get_smartrr_account_details to check if the provided address exists in Smartrr.

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

3. Check for Validity of the New Address
   a. Use @check_address_validity to verify if the new address is deliverable.

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

1. Update the Shipping Address in Smartrr
   a. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s address in Smartrr.

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

Policy logic

The policy logic is designed to handle customer requests for updating their shipping address efficiently. This process involves verifying the current address, obtaining the new address, ensuring its validity, and then updating the system records. This ensures a smooth transition and accurate delivery of orders.

1. Ask for the user’s current shipping address
   a. Use @get_smartrr_account_details to check if the provided address exists in Smartrr.

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

3. Check for Validity of the New Address
   a. Use @check_address_validity to verify if the new address is deliverable.

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

1. Update the Shipping Address in Smartrr
   a. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s address in Smartrr.

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

Example policy

When managing a request to update a shipping address, it’s essential to follow a structured approach to ensure accuracy and customer satisfaction. Here’s a step-by-step example of how the policy operates:

1. Ask for the user’s current shipping address
   a. Use @get_smartrr_account_details to check if the provided address exists in Smartrr.

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

3. Check for Validity of the New Address
   a. Use @check_address_validity to verify if the new address is deliverable.

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

1. Update the Shipping Address in Smartrr
   a. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s address in Smartrr.

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

This policy ensures that all changes are tracked and verified, providing a reliable method to handle customer requests seamlessly.

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