Ingredients

The systems used by this policy include Skio, 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 customer support, an “Update subscription frequency” ticket refers to a request from a customer to alter how often they receive their subscription products. This could mean changing a monthly subscription to a bi-monthly one or adjusting the delivery schedule in another way that better suits the customer’s needs. Handling these requests efficiently is crucial for maintaining customer satisfaction and retention, as it allows customers to tailor their subscriptions to their lifestyles, thereby enhancing their overall experience with a brand.

Which Platforms does this AI policy work on?

This AI policy seamlessly integrates with Skio, Salesforce Service Cloud, and Kodif. Moreover, Kodif provides flexibility by integrating with all other major platforms, making it a versatile choice for businesses operating across different systems.

When should I use this policy?

This policy is ideal to use when a customer requests to update the subscription frequency associated with their account. The logic for implementing such a policy is straightforward and user-friendly, allowing customer service teams to handle these requests efficiently.

Policy Logic

1. Ask for the User’s Current Subscription Details
   a. Use @getskioaccountdetails to verify if the provided subscription details exist in Skio.

2. Ask for the New Subscription Frequency
   a. Request the customer to specify the new frequency they wish to adopt for their subscription.

3. Check for Conflicting Subscriptions
   a. Use @checksubscriptionexists to ensure the new frequency is not already set or conflicting with another subscription.

b. If a conflict is found, use the macro “The subscription frequency you provided conflicts with another setting. Please provide a different frequency or contact support for further assistance.”

1. Update the Subscription Frequency in Skio
   a. Use @updatesubscriptionfrequency(current_subscription: str, new_frequency: str) to update the subscription frequency in Skio.

b. Inform the customer that their subscription frequency has been successfully updated.

Example Policy

Use this policy when a customer requests to update the subscription frequency associated with their account. The logic follows a similar structure as outlined above, ensuring a smooth transition for the customer.

1. Ask for the User’s Current Subscription Details
   a. Use @getskioaccountdetails to verify if the provided subscription details exist in Skio.

2. Ask for the New Subscription Frequency
   a. Request the customer to specify the new frequency they wish to adopt for their subscription.

3. Check for Conflicting Subscriptions
   a. Use @checksubscriptionexists to ensure the new frequency is not already set or conflicting with another subscription.

b. If a conflict is found, use the macro “The subscription frequency you provided conflicts with another setting. Please provide a different frequency or contact support for further assistance.”

1. Update the Subscription Frequency in Skio
   a. Use @updatesubscriptionfrequency(current_subscription: str, new_frequency: str) to update the subscription frequency in Skio.

b. Inform the customer that their subscription frequency has been successfully updated.

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