Ingredients

Stay AI, Freshdesk, 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, a “Restart subscription” ticket refers to requests from customers who wish to resume a previously canceled or paused subscription. This could be due to a variety of reasons such as a change in financial circumstances, renewed interest in the product or service, or special promotional offers encouraging reactivation. Handling these requests efficiently is crucial for businesses looking to maintain customer loyalty and reduce churn. Automating this process through AI policies can streamline the workflow, ensuring that customers receive prompt assistance and that support teams can focus on more complex issues.

Which Platforms does this AI policy work on?

This AI policy is compatible with Stay AI, Freshdesk, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, allowing for flexible application across diverse customer support environments.

When should I use this policy?

This policy should be employed when customers express a desire to cancel orders, and the process includes a retention step. By integrating this policy, businesses can effectively offer alternatives to cancellation and potentially retain customer subscriptions.

Policy logic

The policy logic involves a structured approach to prevent order cancellations by offering retention options. 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. When a customer wants to proceed with cancellation in the #Single_order_cancellation_policy, provide cancellation alternatives:
2. 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.
3. Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
4. Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.

5. Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current order.

6. Confirm the retention decision:

7. Ask the user if they are interested in one of the retention options.
8. 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.
   • Stay AI will also send a confirmation email detailing the order update.

9. If the user declines:

   • Proceed with the order cancellation as described in the #Single_order_cancellation_policy.

10. Post-Retention Follow-up:

11. 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).

12. Ensure the user receives a follow-up message confirming that their retention offer has been applied.

13. Escalation:

14. If the user has any additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
15. In cases where the user insists on canceling despite the retention offers, proceed with cancellation as outlined in the cancellation policy.

Example policy

To illustrate, here is a sample policy for managing subscription restarts:

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.
   • Stay AI will also send a confirmation email detailing the order update.

6. If the user declines:

   • Proceed with the order cancellation as described in the #Single_order_cancellation_policy.

7. Post-Retention Follow-up:

8. 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).

9. Ensure the user receives a follow-up message confirming that their retention offer has been applied.

10. Escalation:

11. If the user has any additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
12. 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