Hello everyone,
We’re excited to announce the full rollout of our brand-new Support system overhaul, a feature we’ve mentioned since the launch of PiglinHost Panel v2.
We now have a brand-new Discord Support Bot, along with a web chat feature integrated into the control panel, main website, and billing area. You can find it in the bottom-right corner of your page.
Our new Bot and Support chat are fully automated using advanced AI technology—but not in the traditional sense. Many of you are likely familiar with tools like ChatGPT and other AI platforms. Our web chat and Discord Bot leverage AI language models to interpret your questions.
Previously, our Support system relied on standard keyword detection, which often caused knowledgebase articles to be overlooked because users phrase questions differently. This could delay assistance. With AI language models, there’s no need to rely solely on keywords. Instead, the system interprets your questions and references the data we’ve provided it to offer accurate answers.
Our Support system operates entirely internally. This means it does not access the internet for answers—it only uses the data we’ve supplied. After thorough internal testing, we’ve found the system excels at addressing frequently asked questions and common issues, enabling instant self-help rather than waiting for a response from our team.
As it relies on data we have provided it only, we will be updating the knowledge the bot has frequently to try make sure its able to answer most questions that may come across. If the bot does not know, it will redirect you to our Support ticket or Discord system anyhow.
This remains unchanged. Our inclusive Support will always be available via Support tickets and Discord. The new Discord Bot and web chat are designed for clients who want to troubleshoot issues themselves or understand what might be going wrong. In most cases, the bot can direct you to an article our Support staff would point you to anyway.
However, it’s important to note that the system is not a replacement for our Support team. Tasks such as fixing servers or installing Modpacks will still be handled by our team.
You should be able to access the new web chat using any commonly used browser. If it doesn’t appear, check your browser add-ons or ad blockers. We’ve tested compatibility with most ad blockers, and it works fine. However, if you’re using browsers like Brave with scripts disabled, you may need to re-enable scripts for the chat to function.
