Ingredients

Prive, 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.

“Restart subscription” ticket type explained

In customer support, the “Restart subscription” ticket type refers to requests from customers who wish to reactivate a previously canceled or paused subscription. This process is crucial for businesses that rely on recurring revenue models, as it provides an opportunity to regain customers who may have left due to various reasons such as financial constraints, dissatisfaction, or temporary disinterest. By efficiently managing these requests, companies can improve customer retention rates and foster long-term loyalty.

Handling “Restart subscription” tickets involves understanding the reasons behind the initial cancellation, addressing any concerns, and offering incentives or adjustments to encourage customers to resume their subscriptions. Automation through AI Policies can streamline this process, allowing support teams to quickly and effectively manage these interactions, providing a seamless and positive customer experience.

Which Platforms does this AI policy work on?

This AI policy specifically works on Prive, Kustomer, and Kodif. Furthermore, Kodif integrates seamlessly with all other major platforms, ensuring that businesses can leverage existing infrastructure to enhance their customer support operations.

When should I use this policy?

Use this policy when customers want to restart their subscriptions, particularly when the process includes an opportunity for retention through personalized offers or incentives. This policy comes into play when customers express interest in reactivating their subscriptions, allowing businesses to offer tailored options to enhance customer satisfaction and loyalty.

Policy logic

Describe the logic using Kodif’s natural language interface. Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.

1. Customer initiates a request to restart their subscription:
2. Retrieve the customer’s subscription details using @prive_subscription_details.
3. Offer retention options to encourage subscription reactivation:
   • Discount Offer: Use @set_discount_to_subscription to provide a discount (e.g., 10% or 15%) on the upcoming billing cycle.
   • Bonus Content: Offer exclusive content or features as an incentive for reactivation.
   • Extended Trial: Provide an extended trial period at no additional cost.
4. Confirm Retention Decision:
   • Ask the customer if they are interested in any of the offered options.
   • If the customer accepts:
   • Apply the selected retention offer using the relevant tools (@set_discount_to_subscription, @add_bonus_content, or other applicable tools).
   • Notify the customer that their subscription has been successfully reactivated with the chosen offer using @send_async_message(message: str).
   • If the customer declines:
   • Proceed with the subscription reactivation without additional incentives.
5. Post-Retention Follow-up:
   • Thank the customer for reactivating their subscription and reiterate any benefits or bonuses received.
   • Ensure the customer receives a follow-up confirmation message.
6. Escalation:
   • If the customer has further questions or issues, route the case to an agent for additional support.
   • In cases where the customer encounters difficulties with reactivation, assist them in completing the process or escalate as needed.

Example policy

Use the policy for restarting subscriptions when customers express a desire to cancel, and the process involves retention steps. Below is the logic for handling these scenarios:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.
2. Once the order is selected, offer retention options to prevent cancellation:
   • Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current order if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current order.
3. Confirm Retention Decision:
4. Ask the user if they are interested in one of the retention options.
5. If the user accepts:
   • Apply the agreed-upon retention offer using the relevant tools (@set_discount_to_order, @upgrade_shipping, or other applicable retention tools).
   • Inform the user that the order has been updated, and provide them with the relevant details (e.g., new discount, shipping upgrade, etc.).
   • Use @send_async_message(message: str) to notify the user that their order has been successfully updated with the retention offer.
6. If the user declines:
   • Proceed with the order cancellation as described in the #Single_order_cancellation_policy.
7. Post-Retention Follow-up:
   • If the user accepts the retention offer, thank them for choosing to keep their order and reiterate any benefits or bonuses (e.g., a future discount).
   • Ensure the user receives a follow-up message confirming that their retention offer has been applied.
8. Escalation:
   • If the user has any additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
   • In cases where the user insists on canceling despite the retention offers, proceed with cancellation as outlined in the cancellation policy.

Explore more AI policies