In a striking advancement in customer service technology, Hostinger has revolutionized its AI chat assistant, Kodee, leading to significant savings and enhanced customer satisfaction. As of September 12, 2025, this cutting-edge agent is credited with saving the company over €9 million annually in operational costs, a feat achieved by automating routine client interactions.

The transformation of Kodee is not just a superficial upgrade; it marks a crucial evolution from a simple Q&A tool to an intelligent agent capable of executing real tasks. Where Kodee once provided answers, it now undertakes entire processes for clients. This includes critical activities such as website migration, optimizing website speed, and implementing security measures, all done seamlessly with simple instructions from users. Giedrius Zakaitis, Hostinger’s Chief Product and Technology Officer, described this transition as pivotal, stating, “The results speak for themselves.”

At its core, Kodee’s newly enhanced capabilities boast an impressive achievement: fully resolving 75% of conversations without the need for human intervention. In August alone, the AI engaged in 750,000 conversations, a jump from the previously recorded resolution rate of 50% at the beginning of the year. Notably, when Kodee is allowed to take action, both customer satisfaction and resolution rates see an uptick of approximately 4% compared to cases where it only provides information.

Streamlining Client Support

Hostinger’s primary objective revolves around providing rapid and efficient client support. The company has set a benchmark to respond to all inquiries within two minutes, a goal made more attainable through Kodee’s innovative approach. Unlike human specialists, who can only handle a set number of inquiries at any time, Kodee manages unlimited conversations simultaneously, drastically reducing response times.

With Kodee’s improvements, the average time clients wait for help has plummeted to a mere 9 seconds, down from 28 seconds just a year prior. This extraordinary reduction means that 93% of all support requests are now resolved in under 2 minutes, a significant rise from the previous year’s 77% resolution rate.

Navigating Unprecedented Growth

The necessity to adapt has never been clearer as Hostinger’s customer inquiries have doubled in volume over the last four years. Reflecting on 2025 alone, the platform observed almost as many inquiries within eight months as it did throughout all of 2024. This surge correlates with Hostinger’s growing customer base, now exceeding 4 million, coupled with Kodee’s expanding suite of capabilities that allow users to efficiently address their needs.

Against this backdrop of increasing demand, the company has strategically reduced its customer success teams by 20%, resulting in a total of 312 specialists. Zakaitis reassured that those roles weren’t lost to AI but that staff members were reassigned to more complex roles, thus putting their skills to better use, while Kodee tackled repetitive tasks.

The Individual Touch with AI

A notable aspect of Kodee’s functionality is its ability to communicate in over 50 languages, catering to a diverse and global clientele. This multilingual capability ensures that clients can receive assistance in their native tongues, further enriching the customer experience. Hostinger’s commitment to maintaining a high-quality support experience is clear, as they balance intelligent automation with human expertise.

As companies increasingly invest in AI technologies, Hostinger’s experience highlights a potent example of how artificial intelligence can enhance, rather than replace, human roles in customer service. By automating routine inquiries, Kodee frees up valuable time for specialists to focus on resolving complex issues, ultimately leading to improved service delivery.

In conclusion, Hostinger’s Kodee exemplifies the transformative potential of AI in business. Through substantial cost savings, improved response times, and increased customer satisfaction, Kodee showcases the future of client support — one where cutting-edge technology and human ingenuity work hand in hand.