Best Use of Chatbots or AI Assistants in Customer Service

Hostinger is a fast-growing global web hosting and cloud provider, serving 4M+ customers in 150+ countries. Recognized for excellence in customer service and innovation, Hostinger combines AI-driven support, world-class infrastructure, and a customer-obsession mindset to empower businesses and individuals to thrive online.

Briefly describe the nominated organization or individual: history and past performance (up to 1,250 characters):

Launched in 2004 as a Lithuania-based tech startup, Hostinger is now a leading provider of web hosting solutions, empowering over 4 million people from 150+ countries to build, manage, and scale their online presence. Hostinger is on a mission to provide tools that help individuals and small businesses succeed online faster and easier. Its suite of products includes web hosting, domain registration, cloud services, and AI-driven tools for website building and email marketing - all supported by a team of around 900 professionals known for their curiosity, innovation, and customer focus.

Hostinger's consistent growth and commitment to making online success accessible to everyone have earned it recognition on the Financial Times "FT 1000" list of Europe's fastest-growing companies for six consecutive years. It was ranked 2nd in the Financial Times "Europe's Long-Term Growth Champions 2026" report, which highlights companies achieving sustained revenue growth over the past decade. In 2024 alone, the company's consolidated revenue grew by 65% year-over-year to €182.4 million. With 13 strategically located data centers across Asia, Europe, North America, and South America, Hostinger ensures fast, reliable, and secure performance for users worldwide.

Outline the nominated achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

It started with a simple question: How do we help our customers faster? In 2023, Kodee was a scripted assistant that could answer basic "how-to" questions but rarely solved issues without a human. Only about 20% of customers received a full resolution without escalation. Response times were longer, and the experience just wasn't where we needed it to be.

So we rebuilt Kodee around real problem-solving. As we transitioned to OpenAI technology, Kodee began to troubleshoot, fix, and act, not just advise. Customers immediately felt the difference: replies came in seconds, and issues were resolved in one message. By mid-2024, Kodee was handling half of all customer requests.

The real leap came with Model Context Protocol (MCP) integration. Kodee could now interact directly with Hostinger's systems, performing 350+ automated tasks like domain setups, DNS fixes, and malware scans. Kodee wasn't just supporting customers; it was serving them. We added specialized AI agents for personalization, summarization, and message analysis to help Kodee deliver clearer and more tailored responses. Kodee expanded beyond hPanel to additional platforms - Hostinger Website Builder, WordPress admin dashboard, VPS hosting, and Hostinger.com.

By September 2025, Kodee managed 855,000 conversations, resolving 80% without human help - the workload of 800 employees. It responded in under 5 seconds, supported 50+ languages, adapted to culture and tone, and achieved a 77% thumbs-up CSAT rating. Most importantly, Kodee didn't replace people - it empowered them. Teammates moved into higher-skill roles in automation and AI operations. In one month, Kodee saved €750,000, projecting €9 million annually. What began as an experiment is now a 17-person team shaping a smarter, faster support experience for millions.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Kodee doesn't just answer questions - it solves problems end-to-end. That difference reshaped our entire service model. Across the hosting industry, most AI assistants are still limited to FAQ responses or redirects to help articles. Even at Hostinger two years ago, every ticket required a human to handle.

Kodee changed that. It connects directly to Hostinger's systems, performing 350+ autonomous actions, with new ones added constantly: from configuring domains and fixing DNS records to running malware scans, processing payments, and handling complex VPS tasks. Personalization is enhanced using client history, behavior, and cultural context, and localized assistance is provided based on customer location for higher accuracy and relevance. This depth of integration makes Kodee an operational partner, not a scripted assistant. It operates where no other AI in the hosting industry currently can: inside the core infrastructure itself.

Kodee now resolves 80% of all customer requests independently, a major jump from the 20% resolution rate before this transformation. CSAT rose by 4 p.p., first-contact resolution improved by 4 p.p., and response times dropped to under 5 seconds. With tripled automation, the customer experience still improved.

Kodee represents a leap in customer experience, one that has redefined not only Hostinger's service model but also what's possible for the entire industry. When technology is built to act with autonomy, accuracy, and empathy, service becomes not just faster and smarter, but more human.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

The supporting materials included in this nomination provide a full picture of Kodee's impact and validate the achievements we've outlined. The company's landing page, along with our business and culture slides, shows the broader context of Hostinger's growth and commitment to innovation.

We've also included video links that demonstrate Kodee in action, handling complex tasks, guiding users through technical issues, and completing real operations inside Hostinger's systems.

Hostinger Academy videos provide step-by-step demonstrations of how Kodee integrates with platforms like WordPress and VPS, offering clear evidence of the tool's practical value and technical depth. These videos help show not only what Kodee can do, but how it changes the customer experience in practice.

The blog posts go more in-depth, explaining how Kodee was built, how it evolved, and why it became a core part of our service model. To complement this, we added global and local media mentions that highlight the innovation behind Kodee and the measurable impact it has delivered. Comments from Hostinger and Tesonet leaders illustrate how the project shaped our teams, transformed workflows, and strengthened the business.

Together, these materials show not just what we achieved, but how we achieved it, and why it matters.