Ingredients

Skio, 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, an “Update shipping address” ticket refers to a customer’s request to change the delivery address for an order they have already placed. This type of request is common when customers realize they’ve entered an incorrect address or need to reroute their delivery due to unforeseen circumstances. Efficiently managing these tickets is crucial, as it directly impacts customer satisfaction and delivery success rates. Automating this process can significantly reduce manual workload and improve the speed and accuracy of address updates, ensuring that orders reach customers at the correct location without delay.

Which Platforms does this AI policy work on?

This AI policy works seamlessly across Skio, Kustomer, and Kodif. Kodif’s integration capabilities extend to all major platforms, ensuring that you can leverage these AI-driven solutions no matter your existing infrastructure.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their order. This helps in automating the process, minimizing errors, and ensuring timely updates.

Describe the logic

To implement this policy:

1. Ask for the User’s Current Address:

2. Start by verifying the customer’s current address associated with the order.

3. Request the New Shipping Address:

4. Prompt the customer to provide the new shipping address they wish to use.

5. Check for Address Validity:

6. Use an automated tool to verify the new address for any potential issues or errors.

7. Update the Shipping Address in Skio:

8. Use @updateskioshippingaddress(current_address: str, new_address: str) to update the address in Skio.

9. Confirm the Update:

10. Inform the customer that their shipping address has been successfully updated and provide confirmation.

Example policy

Here’s how you can set up the policy to update shipping addresses using Skio and Kustomer:

1. Ask for the User’s Current Address:

2. Use @getskioaccountdetails to check if the provided address exists in Skio.

3. Request the New Shipping Address:

4. Ask the customer to provide the new address they want to use.

5. Check for Duplicate Addresses:

6. Use @checkaddressinuse to verify if the new address is already associated with another account.

7. If it is, use macro “The address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”

8. Update the Shipping Address in Skio:

9. Use @updateskioshippingaddress(current_address: str, new_address: str) to update the customer’s address in Skio.

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

11. Notify the Customer:

12. Send a confirmation via Kustomer, informing them of the successful update.

Explore more AI policies