When you open a chat in the Help Centre, Sitex Mind AI (SITI) analyses your message and uses relevant Help Centre content, available order-related information where applicable, and its trained understanding of the Sitex ecosystem to generate a response.
It is designed to answer common questions quickly and accurately, helping users find information faster while allowing the support team to focus on more complex or sensitive enquiries.
Sitex Mind AI (SITI) reads your message, identifies the most relevant information from the Sitex knowledge base, and generates a clear, conversational response. It does not simply copy and paste help articles — it interprets your question and responds in plain language. If your question involves multiple topics, it will attempt to address each one in a structured way.
As the system develops further, it can also support product comparison, workflow guidance, and smarter decision-making across more complex catalogues. Sitex Mind AI (SITI) is continuously improved through the structure and content of the Sitex knowledge base as new articles and information are added.
Answer questions about products, orders, delivery, returns, and account management
Explain how the Sitex ecosystem works — including Sitex Direct, Power-Hub, the Marketplace, SourceLink, and Trade Guy Community
Guide you to the right section of the Help Centre or the right team to contact
Help you understand trade accounts, B2B pricing, and credit terms
Assist with vendor and supplier queries covered in the knowledge base
Provide information about the Sitex Marketplace, ONBOARD, and the vendor onboarding process
Answer questions in a natural, conversational way without requiring you to navigate menus
Place or modify orders — all orders must be placed through the website directly
Access real-time order status — for live tracking, log into your account or check your dispatch email
Process returns or refunds — these must be initiated through your account order history
Make account changes — password resets, address updates, and account edits must be done through your account settings
Answer questions outside the Sitex knowledge base — it is not a general-purpose AI and will not answer unrelated questions
Replace a human agent — for complex, sensitive, or unresolved queries, a live agent can join the conversation
If Sitex Mind AI (SITI) cannot resolve your query, or if your issue requires human attention, a member of the Sitex support team can join the conversation. You can also request a live agent at any time. See When a Live Agent Joins for more information.
Sitex Mind AI (SITI) is not a static system. It is continuously improved as the Sitex knowledge base grows and as new articles, product information, and guidance are added. The more comprehensive the knowledge base, the more accurately and helpfully the AI can respond.