Hostinger Unleashes the Power of AI in Client Support
Hostinger, recognized as one of the fastest-growing hosting companies worldwide, has introduced remarkable advancements in its AI chat assistant named Kodee. This innovative AI is not only answering questions but actively tackling client needs, resulting in savings of over €750,000 monthly. In total, Kodee's efficiency leads to more than €9 million in annual savings, transforming how Hostinger manages client support.
Revolutionizing Customer Interactions
Since its inception in 2024, Kodee evolved from a simple query-response system to a hands-on AI that performs critical tasks. From website migration to speed optimization and server security, Kodee simplifies workflows for clients, allowing them to communicate their needs without navigating complex menus. Just share what you want, and Kodee takes care of it.
Kodee's Impact on Client Satisfaction
According to Giedrius Zakaitis, Hostinger's Chief Product and Technology Officer, Kodee's ability to solve issues has significantly improved across its user interactions. In August alone, it managed to engage in 750,000 conversations, resolving 75% of these queries independently, showcasing a marked increase from 50% earlier that year. Kodee not only enhances resolution rates but also boosts customer satisfaction by around 4% when compared to traditional chat assistance.
Benefits of Kodee for Hostinger's Clients
Kodee addresses three major challenges in client support:
Quick Client Assistance
Hostinger's goal is to respond to every client in under two minutes. While human agents handle a large volume of inquiries efficiently, Kodee can engage in countless conversations simultaneously, providing instant responses. The average client wait time has dramatically dropped to just nine seconds, a significant improvement from 28 seconds last year. Currently, 93% of support requests receive answers in under two minutes, showcasing the robustness of Kodee's capabilities.
Managing Growth Effectively
The surge in client inquiries has doubled over the past few years, with this year alone matching last year's total request volume in just eight months. This growth is attributed to Hostinger's expanding customer base, now exceeding four million users, and Kodee's adaptability as clients make use of its updated features. Interestingly, the number of Customer Success specialists has decreased by 20% this year, indicating that the reliance on AI isn't displacing jobs but shifting roles within the company.
Financial Efficiency Through AI
Supposing Hostinger relied solely on human agents, it would need to hire an additional 700-800 specialists to cope with the current inquiry volume. However, with Kodee's support, a small team of 14 personnel enhances and maintains this advanced AI. The financial implications are profound, with August's savings through Kodee translating into significant annual reductions in workforce costs.
Capabilities of Kodee
Equipped with integration to Hostinger's infrastructure via the open-source Model Context Protocol (MCP), Kodee can perform over 350 distinct tasks. Its abilities include:
- Web Hosting: Migrate websites, enhance performance, and back up data.
- WordPress: Manage blog posts, oversee product inventory, and provide performance analytics.
- Hostinger Website Builder: Modify product specifics, update SEO strategies, and change visual elements.
- VPS Hosting: Monitor server performance, manage secure access, and perform malware checks.
- Domains: Adjust domain parameters and register new domains, including DNS management.
- Payments: Execute service purchases, plan upgrades, and review financial documentation.
For more complex queries or personal assistance, Hostinger's expert support team is always available around the clock, ensuring that every client need is addressed effectively.
Future Innovations with AI
Kodee is just one facet of Hostinger's comprehensive AI strategy, which aims to streamline online experiences for users. Recently, Hostinger has launched AI tools like Hostinger Reach, an email marketing solution, and Hostinger Horizons, an AI-driven website builder. The AI-enhanced Hostinger Website Builder allows users to create professional sites, draft content, generate images, and optimize SEO—all without needing technical expertise. Through these advancements, Hostinger is paving the way for easier online navigation and business growth.
With a clientele of over four million individuals across more than 150 countries, Hostinger stands out as a top-tier web hosting company and one of the fastest-growing organizations in Europe. Their commitment to innovation and customer service excellence is evident as they continue to create an environment that supports their users effectively.
Frequently Asked Questions
What is Kodee?
Kodee is Hostinger's AI chat assistant designed to provide instant assistance and perform a variety of tasks for clients, enhancing user experience.
How much does Kodee save Hostinger annually?
Kodee saves Hostinger more than €9 million each year by streamlining client support operations and reducing the need for additional human resources.
What tasks can Kodee perform?
Kodee can perform over 350 tasks, including website migration, domain registration, and managing various hosting services.
How has Kodee improved customer satisfaction?
By resolving 75% of customer requests without human intervention, Kodee has increased both resolution rates and customer satisfaction significantly.
Is Hostinger expanding its AI capabilities?
Yes, Hostinger is continuously developing its AI ecosystem, including new tools for email marketing and website management.
