Sitation built Aidrian, an AI product support agent, for the 2026 Stibo Systems Hackathon. Selected as one of four finalists from 20 entries, the project explores how trusted product data can help support teams investigate an issue, recommend a solution, and coordinate the next steps.
Aidrian’s name is a tip of the hat to Adrian Carr, CEO of Stibo Systems.
Aidrian is also the focus of Sitation’s presentation at Stibo Systems Connect 2026, September 28–30 in Austin, Texas. Watch the two-minute demonstration below to follow a support case from the initial question through resolution.
Connecting the information behind a support answer
A product question rarely stays inside one system. The product record may live in a PIM or MDM platform, while purchase history, troubleshooting guidance, supplier information, and fulfillment details sit elsewhere. A support operator needs those pieces together to understand what happened and decide what to do.
Aidrian brings that information into a guided workflow. Built on the Hermes framework, the hackathon solution uses Model Context Protocol (MCP) connections to work with data from Stibo STEP, MongoDB, and fulfillment systems. STEP provides the trusted product data that anchors the investigation; the surrounding systems supply the context needed to act on it.
How Aidrian helps move a case forward
The demonstration follows a support case through five steps:
- Clarify the issue. Gather the details needed to understand the customer’s problem.
- Find the relevant product and purchase. Bring the product record together with the customer’s likely purchase.
- Work through troubleshooting. Suggest steps supported by the available documentation and case context.
- Prepare a replacement. Recommend a suitable option and arrange it after the operator approves.
- Close the case and retain useful findings. Make what the team learned available for subsequent cases.
That approval step is part of the workflow. The agent does the research and prepares the next action, while a person retains control over the decision. When the issue is resolved, the case is closed and useful findings become part of the knowledge available for subsequent cases.
Evidence and oversight belong in the workflow
Aidrian’s design includes guardrails, cited evidence, and an evidence ledger linking claims to the information retrieved. Those features make it easier for an operator to understand why an answer was proposed and inspect the supporting material. The architecture also includes a knowledge workflow that gathers relevant documents and videos from manufacturers and community sources.
The same agent logic can serve multiple interfaces through Hermes, including workplace messaging and other conversational channels. This lets teams explore an agent within the tools they already use, with a shared workflow and access to the same underlying information.
A practical use for trusted product data
Aidrian demonstrates a downstream application of the work organizations put into product information management and master data management. Governed product data can support service interactions as well as product publishing, giving teams a stronger foundation for recommendations, compatibility checks, and follow-up actions.
The hackathon project is an example of what is possible. Taking a workflow like this into production means defining the systems it can access, the actions it can take, the approvals it needs, and how its performance will be evaluated. The goals include reducing research time and helping teams resolve cases more efficiently; the video illustrates the approach rather than reporting measured customer results.
Our Managed Agents for PIM & MDM offering helps organizations connect trusted product information to support, sales, and other operational workflows. Sitation can build and operate the agents, including hosting in our hybrid cloud environment. The systems, responsibilities, and approval points are defined for each engagement.
To explore a workflow for your organization, talk with Sitation or learn more about our Stibo Systems services.
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