Ingredients

Smartrr, 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.

“Swap subscription product” ticket type explained

In customer support, a “Swap subscription product” ticket refers to requests where a customer wants to exchange one product in their subscription for another. This could be due to personal preference, product availability, or dissatisfaction with the received product. Handling these requests efficiently is crucial for maintaining customer satisfaction and loyalty, as it demonstrates flexibility and responsiveness to customer needs.

Which Platforms does this AI policy work on?

This AI policy efficiently works on Smartrr, Kustomer, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, ensuring that businesses can leverage these policies across diverse operational environments.

When should I use this policy?

This policy is ideal when a customer requires a replacement shipment due to issues such as a lost, damaged, or incorrect shipment. The policy logic involves several steps, ensuring a streamlined and efficient process:

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

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

4. Retrieve and Verify Order Details:

5. Use @smartrr_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 (e.g., Lost shipment, Damaged item(s), Incorrect item(s)).
10. Use @check_reshipment_eligibility(order_id: str) to ensure the order qualifies for a reshipment.

11. If not eligible, respond with a 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_smartrr_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_smartrr_address(address_id: str, new_address: json) to update the shipping address.

16. Create a Reshipment Order:

17. Use @smartrr_order_details(order_id: str) to gather the details of the original order.
18. Use @create_smartrr_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. Apply a 100% discount if applicable using @set_discount_to_order(order_id: str, percent: int).

21. Notify the Customer:

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

Policy logic

This policy is applied when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment. The logic is designed to streamline the process using AI-driven automation:

1. Ask for the user’s email address.
2. Retrieve and Verify Order Details.
3. Check Reshipment Eligibility.
4. Confirm Reshipment Details.
5. Create a Reshipment Order.
6. Notify the Customer.

Each step involves specific actions using the available tools, ensuring an efficient resolution to customer issues.

Example policy

The example policy follows the outlined logic to ensure a smooth and effective reshipment process for any customer needing a replacement due to lost, damaged, or incorrect shipments. By leveraging AI tools and platforms like Smartrr and Kustomer, businesses can enhance their customer support experience significantly.

Explore more AI policies