Ingredients

Prive, Salesforce Service Cloud, 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 the realm of customer support, an “Update subscription frequency” ticket refers to requests from customers who wish to change how often they receive a product or service from a subscription-based model. This could involve altering the delivery frequency of a product, such as changing a weekly delivery to a monthly one, or vice versa. Efficiently handling these requests is crucial for maintaining customer satisfaction, as it allows businesses to cater to individual customer needs and preferences, ultimately enhancing customer loyalty and reducing churn.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Prive, Salesforce Service Cloud, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, offering versatility and expansive reach for businesses looking to automate customer support processes across various systems.

When should I use this policy?

This policy should be used when a customer requests to update the subscription frequency associated with their account. The process involves several steps to ensure the request is handled accurately and efficiently:

1. Ask for the User’s Current Subscription Details
   a. Use @get_prive_subscription_details to check if the provided subscription details exist in Prive.

2. Ask for the New Subscription Frequency
   a. Ask the customer to provide the new subscription frequency they want to set.

3. Check for Potential Conflicts
   a. Use @check_subscription_conflict to determine if the new frequency is feasible given the current account settings.
   b. If conflicts arise, use the macro, “The subscription frequency you requested conflicts with existing settings. Please choose a different frequency or contact support for further assistance.”

4. Update the Subscription Frequency
   a. Use @update_subscription_frequency in Prive to update the customer’s subscription frequency.
   b. Inform the customer that their subscription frequency has been successfully updated.

Policy logic

This policy should be used when a customer requests to update the subscription frequency associated with their account. The logic follows these steps:

1. Ask for the User’s Current Subscription Details
   a. Use @get_prive_subscription_details to verify the current subscription details in Prive.

2. Ask for the New Subscription Frequency
   a. Request the customer to specify the desired new subscription frequency.

3. Check for Potential Conflicts
   a. Use @check_subscription_conflict to check for any issues with the new frequency.
   b. If a conflict is detected, inform the customer and offer alternatives or advise contacting support.

4. Update the Subscription Frequency
   a. Use @update_subscription_frequency to make changes in Prive.
   b. Confirm the update with the customer.

Example policy

Use this policy when a customer requests to update the subscription frequency associated with their account. Here’s how it works:

1. Ask for the User’s Current Subscription Details
   a. Use @get_prive_subscription_details to ensure the current subscription exists in Prive.

2. Ask for the New Subscription Frequency
   a. Request the new frequency from the customer.

3. Check for Potential Conflicts
   a. Use @check_subscription_conflict to check for conflicts with the new frequency.
   b. If conflicts exist, inform the customer using the macro provided.

4. Update the Subscription Frequency
   a. Use @update_subscription_frequency to update in Prive.
   b. Confirm success with the customer.

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