Ingredients
Prive, 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
Updating a shipping address is a common request in customer support, especially in e-commerce and subscription services. This type of ticket usually arises when customers realize they’ve entered an incorrect address or need to change the delivery location due to unforeseen circumstances. Efficient handling of these requests is crucial to ensure timely deliveries and maintain customer satisfaction. Automating this process can significantly reduce response times, minimize human error, and free up customer support agents to handle more complex inquiries.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly across Prive, Kustomer, and Kodif. Kodif also integrates with all other major platforms, providing a comprehensive solution for businesses looking to streamline customer support operations.
When should I use this policy?
Use this policy when a customer requests to update the shipping address associated with their order. This situation often arises when an order has been placed but not yet dispatched, allowing for changes to be made without affecting the delivery schedule.
Policy logic
Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.
- Ask for the user’s current shipping address.
a. Use @get_prive_account_details to check if the provided address exists in Prive.
- Ask for the New Shipping Address
a. Ask the customer to provide the new shipping address they want to use.
- Check for Duplicate Addresses
a. Use @check_address_exists to verify if the new shipping address is already associated with another account.
b. If it is, use macro “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”
- Update the Shipping Address in Prive
a. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s shipping address in Prive.
b. Inform the customer that their shipping address has been successfully updated.
Example policy
Use this policy when a customer requests to update the shipping address associated with their order. This situation often arises when an order has been placed but not yet dispatched, allowing for changes to be made without affecting the delivery schedule.
Describe the logic
Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.
- Ask for the user’s current shipping address.
a. Use @get_prive_account_details to check if the provided address exists in Prive.
- Ask for the New Shipping Address
a. Ask the customer to provide the new shipping address they want to use.
- Check for Duplicate Addresses
a. Use @check_address_exists to verify if the new shipping address is already associated with another account.
b. If it is, use macro “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”
- Update the Shipping Address in Prive
a. Use @update_customer_address(current_address: str, new_address: str) to update the customer’s shipping address in Prive.
b. Inform the customer that their shipping address has been successfully updated.
