Ingredients

Prive, Zendesk, 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, the “Swap subscription product” ticket type refers to requests from customers who wish to exchange a product in their subscription for a different one. This could be due to several reasons, such as a change in preferences, dissatisfaction with the current product, or the discovery of a better-suited option. Handling these requests effectively is crucial for maintaining customer satisfaction and loyalty, as it demonstrates a company’s flexibility and commitment to meeting customer needs. Efficiently managing these swaps often involves updating the customer’s account details, ensuring inventory availability, and communicating changes promptly.

Which Platforms does this AI policy work on?

This AI policy is specifically designed to work on Prive, Zendesk, and Kodif. However, Kodif integrates seamlessly with all other major platforms, ensuring that businesses can leverage its capabilities across diverse systems to enhance customer support operations.

When should I use this policy?

This policy should be used when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment. By using this policy, businesses can automate the process of managing swap requests, ensuring a swift and accurate response to customer needs.

Policy logic

Description

This policy is designed to automate the process of handling swap requests for subscription products. It helps businesses efficiently manage replacement shipments, ensuring that customer issues are addressed promptly and accurately.

Logic

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

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

4. Retrieve and Verify Order Details

5. Use @prive_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_prive_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_prive_address(address_id: str, new_address: json) to update the shipping address.

16. Create a Reshipment Order

17. Use @prive_order_details(order_id: str) to gather the details of the original order.
18. Use @create_prive_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

This policy is used when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment. The logic involves verifying order details, checking reshipment eligibility, confirming address information, and creating a reshipment order, all while keeping the customer informed throughout the process. By automating these steps, businesses can ensure quick and efficient handling of swap requests.

Explore more AI policies