Ingredients
Recharge, Gladly, 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, the “Update subscription frequency” ticket type refers to requests from customers who wish to change how often they receive a subscribed product or service. This could involve moving from a monthly delivery schedule to a bi-weekly one or any other frequency that better suits their needs. Handling these requests efficiently is key to maintaining customer satisfaction and loyalty, as it directly affects the convenience and usability of the service for the customer.
Which Platforms does this AI policy work on?
This AI policy is specifically designed to work on Recharge and Gladly. Additionally, Kodif integrates seamlessly with all other major platforms, making it a versatile choice for businesses looking to streamline their customer support operations.
When should I use this policy?
Use this policy when a customer requests to update the frequency of their subscription on platforms like Recharge and Gladly. It’s particularly useful for maintaining customer satisfaction by accommodating their changing needs efficiently.
Policy logic
This policy is activated when a customer requests to change the frequency of their subscription. The logic flow ensures that the customer’s request is handled seamlessly and their subscription details are updated accurately.
- Ask for the user’s current email address.
Use @get_recharge_account_details to check if the provided email exists in Recharge.
Ask for the new subscription frequency the customer wants to use.
Check for Duplicate Subscriptions
- Use @check_subscription_exists to verify if the new frequency is already applied to the account.
If it is, use macro “The frequency you requested is already set for your subscription. Please choose a different frequency or contact support for further assistance.”
Update the Subscription Frequency in Recharge
- Use @update_subscription_frequency(current_email: str, new_frequency: str) to update the customer’s subscription in Recharge.
- Inform the customer that their subscription frequency has been successfully updated.
Example policy
Use this policy when a customer requests to update the email address associated with their account.
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 email address
Use @get_recharge_account_details to check if the provided email exists in Recharge.
Ask for the New Email Address
Ask the customer to provide the new email address they want to use.
Check for Duplicate Accounts
- Use @check_email_exists to verify if the new email address is already associated with another account.
If it is, use macro “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”
Update the Email Address in Recharge
- Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Recharge.
- Inform the customer that their email has been successfully updated.
