# Hostinger's Kodee saves over €9M a year, resolves 75% of support chats and replies in 9 seconds > Hostinger's Kodee now acts in accounts, completing 350+ tasks and fully resolving 75% of chats. It cuts support costs by €9M/year and answers in 9 seconds. - Type: AI news - Page: https://completeaitraining.com/news/hostingers-kodee-saves-over-9m-a-year-resolves-75-of/ - Published: 2025-09-13 - Updated: 2025-09-14 - Author: Jeroen Erne - Jobs: Customer support - Reading time: 3 min ### Hostinger's AI Agent Kodee Cuts Support Costs by €9M/Year and Fully Resolves 75% of Chats Hostinger upgraded its AI chat assistant, Kodee, from a quick-answer bot to an action-taking agent. It now completes real tasks in client accounts and fully resolves 75% of conversations, saving over €750,000 per month in operational expenses. For support leaders, this is the benchmark: faster responses, higher resolution rates, fewer repetitive tickets, and a leaner team focused on complex work. #### What changed Kodee doesn't just explain how to fix an issue - it fixes it. It can perform 350+ actions across hosting, WordPress, domains, payments, and security. Clients describe their goal; Kodee executes. When Kodee takes action instead of only giving information, resolution rates and customer satisfaction climb by about 4%. #### Numbers that matter - 750,000 conversations in August; 75% fully resolved without human help (up from 50% at the start of 2025). - Average first response time: 9 seconds (down from 28 seconds a year ago). - 93% of all support requests answered in under 2 minutes (up from 77% last year). - €750,000+ saved in August alone; projecting €9M+ in annual savings. - Team composition: Customer Success headcount down 20% to 312, while a team of 14 supports and improves Kodee. - Coverage: 50+ languages; over 4 million customers across 150+ countries. - Without automation, the company estimates it would need 700-800 additional specialists to meet demand. #### Why this works for support teams - Speed: AI responds in seconds and handles unlimited concurrent chats. - Scalability: Ticket volume has more than doubled in four years; automation absorbs the load. - Quality: Action-first flows beat info-only flows on resolution and CSAT. - Cost: A small enablement team replaces hundreds of incremental hires. - Localization: Multilingual AI reduces the need for separate language queues. #### What Kodee can do (model these categories) - **Web hosting:** Site migration, performance optimization, backups. - **WordPress:** Create posts, manage WooCommerce products, pull store performance reports. - **Website Builder:** Edit products, update SEO, change images. - **VPS:** Check server health, secure access, run malware scans. - **Domains:** Register domains, manage DNS, configure settings. - **Payments:** Purchase services, upgrade plans, review invoices and refunds. Under the hood, Kodee connects to infrastructure via the open-source Model Context Protocol (MCP), which enables controlled, auditable actions across tools and data. Learn more about MCP here: [Model Context Protocol](https://modelcontextprotocol.io/?ref=completeaitraining.com). #### Team impact without layoffs Hostinger reports the Customer Success team is smaller this year, but roles shifted rather than being cut: repetitive tasks went to automation, while specialists moved toward complex, higher-value work. A compact team maintains the AI system, expands the action library, and monitors quality. #### Playbook you can use now - **Define an action library:** List the top 50 repeat tasks (e.g., password resets, DNS edits, refund checks, plan upgrades). Convert each into a one-click or AI-driven action with clear preconditions. - **Add lightweight approvals:** Require client confirmation for sensitive changes (DNS edits, plan purchases). Keep the path to "yes" one tap away. - **Route by intent:** Send "can-take-action" intents to the AI first; send complex or high-risk intents directly to humans. - **Measure the right metrics:** Track Action Rate, First Contact Resolution (FCR), CSAT by action vs info-only, cost per resolution, and seconds-to-first-response. - **Build multilingual coverage:** Use AI translation to respond in a client's language and reduce specialized queues. - **Keep humans close:** Offer instant handoff for preference or complexity. Make it obvious and easy. - **Operate with guardrails:** Role-based permissions, audit logs, rate limits, and spend caps for purchases or upgrades. - **Upskill your team:** Move specialists into QA, automation design, and complex case resolution. Train everyone on writing action-ready prompts and testing flows. #### What this means for your roadmap - Shift from "answering tickets" to "completing tasks." - Prioritize actions that reduce escalations and refunds first. - Design for seconds, not minutes: response time targets under 10 seconds are achievable. - Budget for a small enablement team to maintain the AI and action catalog. - Report savings and quality together to get stakeholder buy-in. #### Upskill your support org If you're building an action-first support model, consider structured learning paths for support roles and automation. Explore options here: [AI courses by job](https://completeaitraining.com/courses-by-job/). Kodee proves that AI that acts - not just answers - changes what support can deliver: faster help, fewer handoffs, and a cost structure that scales without constant hiring. --- This is the Markdown form of https://completeaitraining.com/news/hostingers-kodee-saves-over-9m-a-year-resolves-75-of/. 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