---
title: "How the AI Assistant Works"
description: "The AI Assistant is a smart chat you can add to your website so your customers can: Get shipping quotes - Get prices in seconds"
url: https://sistrack.com/en/docs/ai-assistant/como-funciona/
category: ai-assistant
section: docs
updated: 2026-01-16
---


*Markdown version for agents. This page on the web: https://sistrack.com/en/docs/ai-assistant/como-funciona/*


# How the AI Assistant Works


## 📚 Introduction

The AI Assistant is a smart chat you can add to your website so your customers can:

- 💰 **Get shipping quotes** - Get prices in seconds
- 📦 **Track packages** - Know where their shipment is
- 🗺️ **Check coverage** - See which areas you ship to

All of this without you having to manually answer every inquiry!

## 🎯 What Is It For?

### Before the AI Assistant
```
Customer: "How much does it cost to send 5kg to Barcelona?"
         ↓
You: (Open calculator, look up rates, reply manually)
         ↓
Customer: (Waits hours or days for a reply)
```

### With the AI Assistant
```
Customer: "How much does it cost to send 5kg to Barcelona?"
         ↓
🤖 Assistant: "Sure! For 5kg to Barcelona:
              - Express 24h: $75
              - Standard: $45
              Which one interests you?"
         ↓
Customer: (Instant reply, 24/7)
```

## 💬 Types of Conversations

### 1. Shipping Quotes

The assistant can understand many ways of asking:

| What the customer types | What the assistant understands |
|---------------------------|------------------------------|
| "I want to ship 5kg to Madrid" | Weight: 5kg, Destination: Madrid |
| "Price for a 10-kilo package" | Weight: 10kg, will ask for destination |
| "How much does shipping to Barcelona cost?" | Destination: Barcelona, will ask for weight |
| "Quote 3kg Galicia to Basque Country" | Everything complete, quotes right away |

**If information is missing**, the assistant only asks what's needed:
```
Customer: "I want a shipping quote"
🤖: "Perfect! To quote you I need to know:
     - Package weight (in kg)
     - Destination city
     For example: 5kg to Barcelona"
```

### 2. Package Tracking

```
Customer: "Where is my package RJUADR?"

🤖: "📦 Shipment Status
     Tracking: RJUADR
     Status: In transit

     From: Juan (Madrid) → To: Ana (Barcelona)
     Shipped: 01/15/2024
     Estimated delivery: 01/17/2024"
```

### 3. Coverage Areas

```
Customer: "Where do you ship to?"

🤖: "🗺️ Coverage Areas
     We have coverage in:
     - Galicia
     - Basque Country
     - Catalonia
     - Madrid

     Want a quote? Tell me the weight and destination."
```

## 🧠 How Does the Assistant "Think"?

The assistant uses advanced artificial intelligence to:

1. **Understand** what the customer wants
2. **Extract** relevant data (weight, destination, etc.)
3. **Query** your real rates and orders
4. **Reply** in a natural, helpful way

```
     Customer message
            ↓
    ┌───────────────────┐
    │   AI intelligence  │
    │  "What do they need?" │
    └───────────────────┘
            ↓
    ┌───────────────────┐
    │   Queries data    │
    │  (Rates/Orders)   │
    └───────────────────┘
            ↓
    ┌───────────────────┐
    │  Generates custom  │
    │      reply         │
    └───────────────────┘
            ↓
     Reply to customer
```

## ✅ Advantages

| Benefit | Description |
|-----------|-------------|
| ⏰ **24/7** | Answers even while you're asleep |
| ⚡ **Instant** | Replies in seconds |
| 📊 **Real Data** | Uses your configured rates |
| 🌍 **Multilingual** | Replies in the customer's language |
| 💻 **Easy to Install** | Just copy one snippet |

## ⚠️ Limitations

- **Doesn't create orders**: Only informs, doesn't process orders
- **Monthly limit**: Depends on your plan (e.g., 500 messages/month by default)
- **Requires internet**: The customer needs a connection
- **Configured data only**: Only shows routes you've enabled

## 🔒 Security

- ✅ Doesn't share other customers' sensitive data
- ✅ Tracking only by alphanumeric code (not by ID)
- ✅ Conversations saved to improve the service
- ✅ Complies with privacy standards