Ingredients

Recharge, 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.

“Swap subscription product” ticket type explained

In customer support, a “Swap subscription product” ticket type refers to customer requests to change their subscription product to a different one. This typically occurs when a customer wants to try a different product in their subscription lineup, often because their needs or preferences have changed. Handling these requests efficiently is crucial for maintaining customer satisfaction and retention, as it allows customers the flexibility to adapt their subscriptions to better meet their current demands.

Which Platforms does this AI policy work on?

This AI policy is designed to operate seamlessly on Recharge, Salesforce Service Cloud, and Kodif. Notably, Kodif integrates with all other major platforms, ensuring that businesses can leverage its capabilities regardless of their existing technology stack.

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. The process involves retrieving order details, confirming shipment status, verifying reshipment eligibility, and processing the replacement order through automated tools.

Policy logic

Use this policy when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment. The logic is straightforward and involves several key steps:

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

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

4. Retrieve and Verify Order Details

5. Use @recharge_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_recharge_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_recharge_address(address_id: str, new_address: json) to update the shipping address.

16. Create a Reshipment Order:

17. Use @recharge_order_details(order_id: str) to gather the details of the original order.
18. Use @create_recharge_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 using 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 follows the outlined steps, utilizing tools to efficiently process the request and ensure customer satisfaction.

Explore more AI policies