Hostinger integrates AI into customer support and core products
Hostinger, the world’s fastest-growing hosting company, today introduced Kodee, an artificial intelligence (AI) chat assistant integrated into Customer Success live chat and core products. Kodee provides instant support, answers, and guidance to the clients.
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- Kodee, Hostinger’s AI assistant, does the job of over 100 people.
- It fully resolves around 5.5 thousand Hostinger client inquiries daily with an average response time of 20 seconds.
- Kodee fully solves 50% of inquiries it gets.
Hostinger, the world’s fastest-growing hosting company, today introduced Kodee, an artificial intelligence (AI) chat assistant integrated into Customer Success live chat and core products. Kodee provides instant support, answers, and guidance to the clients.
From picking a hosting plan to navigating hPanel, editing websites, and managing a virtual private server (VPS), Kodee is ready to advise on a wide range of queries. The chat assistant has information specific to each product, tool, and client’s services, so it can provide precise, tailored guidance relevant to each particular case.
“We understand that establishing and maintaining a website can be daunting, especially for people who are doing it for the first time. We are constantly improving our products and services to make their journey fast, easy, and smooth. Kodee is the latest example of how we're leveraging the power of AI to help our clients succeed online,” says Giedrius Zakaitis, Chief Product and Technology Officer at Hostinger.
Kodee is inspired by the word 'code', which echoes Hostinger’s industry. The name Cody also means 'helpful person' in multiple languages. The logo combines coding symbols with a triangle shape to reference the guidance for clients – Kodee is a helpful companion in their online endeavors.
One AI tool covers over 100 people
It took more than a year for Hostinger to develop one of the most advanced, custom-made AI chat assistants on the market and integrate it into the core products.
The company uses a general purpose large language model (LLM), a special type of AI trained on vast amounts of data. They currently use the latest version of OpenAI’s GPT-4o model.
Today, Kodee fully resolves around 5.5 thousand Hostinger client inquiries in live chat support on a daily basis. Its average response time—the time it takes for the AI assistant to reply to a message—is 20 seconds.
Moreover, it can handle chats in over 50 languages, making it easier to understand the nuances of hosting for Hostinger’s international clients.
The quality is also steadily increasing. In the first tests last year, around 20% of customers who engaged with the AI chat assistant got the answers they needed and did not seek help from a live agent. With continuous training and coaching, this percentage has now more than doubled to 50%. In other words, Kodee fully solves every second inquiry in live chat support.
In the past year, the percentage of fully answered queries has increased the most in these topics:
- Domain transfer to Hostinger: From 40% to 69%.
- The website is not working: From 25% to 50%.
- SSL-related issues: From 45% to 62%.
Kodee is currently being developed by a team of 10 people, all of whom were working on the project full-time. The AI-powered assistant also helps Hostinger save money and work more efficiently. By solving the more common and straightforward cases, Kodee does the job of more than 100 employees. As a result, the Customer Success experts can focus more on customers who have advanced technical issues.
Giedrius Zakaitis says they are just getting started: “When building Kodee, we realized that it can not only answer questions but also solve problems or even control the services for clients. In the future, we envisage the AI assistant becoming their true personal companion: besides providing accurate instructions, it will be able to, for example, change website or server settings for customers. We believe it will become a reality next year, if not this year.”
Kodee complements other AI tools offered by Hostinger. The no-code Hostinger AI Website Builder creates fully functional websites in under a minute using just a description. It also provides AI-driven features for content writing, logo and illustration creation, user behavior prediction, and search engine optimization. Meanwhile, WordPress enthusiasts can leverage Hostinger AI tools for faster site launches, content creation, and error troubleshooting.
To find out more about what Kodee can do and how to use it, read the blog post introducing Kodee. Meanwhile, the story of how Kodee was built reveals all the details of Hostinger’s journey.
About Hostinger:
Hostinger is one of the TOP 3 web hosting brands worldwide and one of Europe's fastest-growing companies. The company serves over 3 million clients in more than 150 countries by helping them achieve their online goals with our world-class products. Hostinger’s team consists of around 900 curious and high-spirited professionals. Hostinger has been ranked among the fastest-growing companies in Europe for four consecutive years in the Financial Times' annual FT 1000 list. In 2023, Hostinger’s consolidated revenue increased by 57% year-over-year to €110.2 million.
Media contact:
Gediminas Gasiulis
Product Communications Manager | Hostinger Global
W: www.hostinger.com
A: Švitrigailos str. 34, Vilnius 03230, Lithuania