Ingredients

The systems used by this policy include Smartrr, 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, “Update shipping address” refers to the process of modifying the shipping details associated with a customer’s order. This is often requested when a customer realizes that the initial address provided is incorrect or if they have moved to a new location. Efficiently handling these requests is crucial for ensuring that orders are delivered accurately and on time, thereby enhancing customer satisfaction and reducing the likelihood of returns or undeliverable packages. Streamlining this process through automation can significantly reduce the workload on support teams while providing a seamless experience for the customer.

Which Platforms does this AI policy work on?

This AI policy works on Smartrr, Gorgias, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, allowing for versatile and comprehensive support solutions.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their account. This scenario often arises when customers have entered an incorrect address or need to update their delivery information due to relocation or changes in their availability to receive the package.

Policy logic

Here is how you can implement the policy logic for updating a shipping address:

1. Ask for the user’s current email address

2. Use @get_smartrr_account_details to check if the provided email exists in Smartrr.

3. Ask for the new shipping address

4. Request the customer to provide the new address they wish to use.

5. Check for potential issues

6. Use @check_address_validity to ensure the new address is valid and can be serviced. If any issues arise, notify the customer to provide an alternative address or contact support for additional assistance.

7. Update the shipping address in Smartrr

8. Use @update_shipping_address(current_email: str, new_address: str) to update the customer’s shipping details in Smartrr.
9. 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 account. Here is how you can implement the logic:

1. Ask for the user’s current email address

2. Use @get_gorgias_account_details to check if the provided email exists in Gorgias.

3. Ask for the new shipping address

4. Request the customer to provide the new address they wish to use.

5. Check for potential issues

6. Use @check_address_validity to ensure the new address is valid and can be serviced. If any issues arise, notify the customer to provide an alternative address or contact support for additional assistance.

7. Update the shipping address in Gorgias

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

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