Castello Global

Customer Portal + AI Assistant for Package Forwarding

A complete customer experience for a US-Mexico package forwarding service. AI handles routine questions so staff can focus on logistics.

The Challenge

✗High volume of repetitive customer questions
✗Manual quote calculations eating staff time
✗Customers confused about shipping options
✗No self-service options for basic tasks
✗Support overwhelmed during peak seasons

Our Solution

AI assistant answers FAQs 24/7 in Spanish
Instant quote calculator with URL parsing
Customer portal for self-service
Seamless WhatsApp handoff for complex issues
Human-in-the-loop design for reliability

Results

24/7

Availability

70%+

Queries Automated

<5s

Response Time

Setup for Staff

Key Features

AI Assistant (24/7)

Handles 80% of customer questions instantly. Shipping quotes, policy questions, package status—all in natural Spanish.

Instant Quote Calculator

Paste a product URL and get accurate shipping costs. No waiting for manual responses.

Self-Service Portal

Customers view packages, authorize pickup persons, and manage their account—reducing support burden.

WhatsApp Ready

AI seamlessly hands off to WhatsApp for complex issues. Human support when needed, AI when possible.

Technical Approach

Stack

Next.js 14TypeScriptTailwind CSSClaude APISupabaseVercel

Key Decisions

• Streaming responses for natural chat feel
• URL parser extracts data from Amazon, eBay, etc.
• Mobile-first (most users on phones)
• Spanish as primary language
• Human handoff triggers for edge cases

The Key Insight

The AI doesn't replace humans—it handles the 80% of questions that are repetitive, freeing staff for the 20% that need human judgment. This is the "AI augmentation" approach we use across all projects.

Want something similar?

Customer portals, AI assistants, quote systems—we build production systems that work.

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