Ingredients

The systems used by this policy include Skio, 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.

“Swap subscription product” ticket type explained

“Swap subscription product” refers to customer requests to change their existing subscription product to a different option. This type of support query is common in businesses with subscription models, where customers might want to try a different product variant, change the size or frequency of deliveries, or adjust their subscription to better suit their needs. Handling these requests efficiently is crucial to maintaining customer satisfaction and reducing churn in subscription-based services.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on Skio, Freshdesk, and Kodif. Additionally, Kodif integrates with all other major platforms, providing a versatile solution for businesses using various systems.

When should I use this policy?

Use this policy when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment.

Policy Logic

1. Ask for the user’s email address
2. Use @get_skio_account_details(email: str) tool to check if the user with that email address exists in Skio.

3. Ask for the order number of the shipment in question.

4. Retrieve and Verify Order Details

5. Use @skio_order_details(order_id: str) to fetch the order details.
6. Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).

7. Review the items in the order to verify what needs to be reshipped.

8. Check Reshipment Eligibility

9. Confirm the customer’s issue:
   1. Lost shipment.
   2. Damaged item(s).
   3. Incorrect item(s).
10. Use @check_reshipment_eligibility(order_id: str) to ensure the order qualifies for a reshipment.

11. If the order is not eligible, use macro: “Unfortunately, your order is not eligible for a reshipment due to [specific reason]. Please let us know if there’s anything else we can assist you with.”

12. Confirm Reshipment Details

13. Ask the customer to confirm the reshipment address.
14. Use @get_skio_account_details(email: str) to retrieve the saved address, or ask the customer to provide a new address.

15. If a new address is provided, use @update_skio_address(address_id: str, new_address: json) to update the shipping address.

16. Create a Reshipment Order

17. Use @skio_order_details(order_id: str) to gather the details of the original order.
18. Use @create_skio_order(items: list, address: json, user_email: str) to create a replacement order with the same items.
19. Use @set_order_to_paid(order_id: str) to mark the new order as paid to ensure the customer is not charged again.

20. If applicable, use @set_discount_to_order(order_id: str, percent: int) to apply a 100% discount.

21. Notify the Customer

22. Use macro: “Your replacement order has been processed. You’ll receive an email with tracking details shortly.”

Example policy

Use this policy when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment. The logic involves various steps, including verifying the customer’s email, confirming order details, checking eligibility for reshipment, confirming reshipment details, creating a replacement order, and notifying the customer.

1. Ask for the user’s email address
2. Use @get_skio_account_details(email: str) tool to check if the user with that email address exists in Skio.

3. Ask for the order number of the shipment in question.

4. Retrieve and Verify Order Details

5. Use @skio_order_details(order_id: str) to fetch the order details.
6. Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).

7. Review the items in the order to verify what needs to be reshipped.

8. Check Reshipment Eligibility

9. Confirm the customer’s issue:
   1. Lost shipment.
   2. Damaged item(s).
   3. Incorrect item(s).
10. Use @check_reshipment_eligibility(order_id: str) to ensure the order qualifies for a reshipment.

11. If the order is not eligible, use macro: “Unfortunately, your order is not eligible for a reshipment due to [specific reason]. Please let us know if there’s anything else we can assist you with.”

12. Confirm Reshipment Details

13. Ask the customer to confirm the reshipment address.
14. Use @get_skio_account_details(email: str) to retrieve the saved address, or ask the customer to provide a new address.

15. If a new address is provided, use @update_skio_address(address_id: str, new_address: json) to update the shipping address.

16. Create a Reshipment Order

17. Use @skio_order_details(order_id: str) to gather the details of the original order.
18. Use @create_skio_order(items: list, address: json, user_email: str) to create a replacement order with the same items.
19. Use @set_order_to_paid(order_id: str) to mark the new order as paid to ensure the customer is not charged again.

20. If applicable, use @set_discount_to_order(order_id: str, percent: int) to apply a 100% discount.

21. Notify the Customer

22. Use macro: “Your replacement order has been processed. You’ll receive an email with tracking details shortly.”

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