A purpose-built virtual assistant — trained on our own knowledge base — is changing how customers get answers.
When customers reach out for support, every minute matters. A few months ago, we rolled out a new virtual assistant as a web widget across several of our websites and the early results have exceeded our expectations.
Unlike off-the-shelf chatbots, our assistant was built specifically for the customers we serve. We spent months training it on our complete knowledge base, technical documentation, and internal product notes. The goal was not to add another generic chat widget, but to create a digital teammate that understands our products as deeply as our human support team does.

The numbers

Since launch, the assistant has delivered a 55% improvement in CSAT — a significant lift for any support channel, and especially notable for one operating without human intervention. To understand what was driving the score, we reviewed 90 days of post-conversation feedback from real customers. The pattern was consistent: people are getting accurate, contextual answers faster than they expected.

What customers are saying

“I am pretty impressed. That is the first time I've used an AI agent that actually knew what it was doing. Wow… Beautiful.”
“Probably the best I've used — it's been well 'trained' as it were.”
“Exceptional. After searching other Hosting Control Panel knowledge bases in frustration, it was able to recognize the issue and provide me with easy-to-follow steps to get it resolved.”
“Very clear, to the point, but also with good multiple approaches to a question.”
“100/100. Worked much better than I thought it would.”
“Very surprised by the quality of the help provided.”
“It speaks my tongue language!”
"Fast, right to the point, no waiting, exact commands I needed."

Why this assistant performs differently

Most chatbots rely on rigid decision trees. Miss the right keyword, and the conversation breaks down. Our assistant works differently because it understands context. Whether the request is a quick configuration question or a multi-step troubleshooting issue that would normally require a deep dive into our documentation, the assistant scans our entire library in seconds and returns concise, actionable guidance.
It is not a replacement for our human support team. It is a way to make sure customers do not have to wait when the answer is already available.

Where to try it

The assistant is live across multiple touchpoints:
CloudLinux documentation — https://docs.cloudlinux.com/
Imunify360 documentation — https://docs.imunify360.com/
Support Portal — https://cloudlinux.com/support-portal/
CLN — https://cln.cloudlinux.com/
Inside your Control Panel plugins by CloudLinux

The next time you have a question, give it a try — and let us know what you think.