Ingredients

The systems used by this policy include: OrderGroove, 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 subscription frequency” ticket type explained

In customer support, “Update subscription frequency” refers to the process of adjusting how often a customer receives their subscription products. This could mean changing a subscription from monthly to bi-monthly or vice versa, depending on customer preferences. Handling such requests efficiently is crucial for maintaining customer satisfaction and retention, as it allows customers to tailor their subscriptions to better fit their needs. Automating these interactions with AI policies simplifies the process, reducing the workload on support staff and enhancing the customer experience by providing quick and accurate adjustments.

Which Platforms does this AI policy work on?

The AI policy for updating subscription frequency works seamlessly on OrderGroove, Kustomer, and Kodif. Additionally, Kodif integrates efficiently with all other major platforms, ensuring broad compatibility and ease of use across different systems.

When should I use this policy?

This policy should be employed when a customer requests to update the frequency of their subscription deliveries.

Policy Logic

To implement this policy, follow these logical steps:

1. Ask for the User’s Current Subscription Details

2. Use @get_ordergroove_account_details to verify if the current subscription details exist in OrderGroove.

3. Determine the Desired Frequency Change

4. Ask the customer for the new subscription frequency they wish to set.

5. Check for Eligibility or Constraints

6. Use @check_subscription_constraints to ensure the requested frequency change is permissible under their current subscription terms.

7. If any constraints exist, inform the customer using a macro: “The requested frequency change is not allowed under your current subscription plan. Please choose a different option or contact support for assistance.”

8. Update the Subscription Frequency in OrderGroove

9. Use @update_subscription_frequency(current_details: str, new_frequency: str) to modify the subscription frequency in OrderGroove.

10. Inform the customer that their subscription frequency has been successfully updated.

Example Policy

Here is an example of how this policy can be structured within the system:

1. Ask for the User’s Current Subscription Details

2. Use @get_ordergroove_account_details to confirm the existing subscription details in OrderGroove.

3. Ask for the New Frequency

4. Request the customer to specify the new frequency they’d like to apply to their subscription.

5. Check for Eligibility or Duplicate Requests

6. Utilize @check_subscription_constraints to verify if the desired frequency is valid and does not conflict with any existing rules.

7. If a conflict is found, apply a macro response: “The frequency you requested is already set or not available. Please select a different frequency or reach out to support for help.”

8. Update Frequency

9. Implement @update_subscription_frequency in OrderGroove to apply the change.

10. Confirm with the customer that the subscription frequency has been updated successfully.

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