Hostinger replaces chatbot with AI agent for live site edits

Hostinger has phased out its long-standing support chatbot, Kodee, introducing an AI agent that can perform actions on customer websites, stores, and domains without human intervention. The new system, called Hostinger Agent, operates within the company’s AI Builder platform, allowing users to request edits, SEO adjustments, or technical troubleshooting without leaving the interface. This represents a significant expansion of automation beyond traditional support functions, where errors could have immediate consequences for live infrastructure.

What changed

Kodee, the previous chatbot, handled approximately 1.5 million support conversations monthly, resolving 91% without human assistance. While effective for routine inquiries, it lacked the capability to execute changes directly. Hostinger Agent, by contrast, can modify websites, domains, email settings, and marketing tasks autonomously. The company has retained human oversight through a new role called AI CX Engineer, where specialists can intervene in ongoing AI conversations to provide additional context. Since implementing this hybrid model in late June, Hostinger reports that specialist-guided AI resolutions increased from 41% to 72%, while live chat demand dropped from 10% to 4.5%. Resolution times for these cases now average three minutes, compared to over 50 minutes for traditional live chat.

Commercial and operational implications

The shift serves dual purposes for Hostinger. Operationally, it reduces reliance on human support staff for routine tasks, while commercially, it introduces new monetization opportunities. Basic support and account management remain included with hosting plans, but advanced agent capabilities—such as marketing, SEO, and analytics—are offered as paid subscription tiers. This positions the AI agent as both an internal efficiency tool and a standalone product.

Hostinger’s data highlights improvements in resolution speed and reduced support volume, but the metrics do not address accuracy in complex scenarios. Tasks like DNS changes, security incidents, or migrations carry higher stakes than billing inquiries, where a fast but incorrect resolution could cause significant disruptions. The company has not publicly disclosed error rates or customer feedback specific to these higher-risk actions.

Industry context and trust concerns

Hostinger’s move reflects a broader trend in the hosting industry, where AI agents are transitioning from passive support tools to active infrastructure managers. The critical question for providers and customers alike is whether users will trust these systems to perform actions that directly impact their online presence. Unlike chatbots, which primarily provide information, agents like Hostinger’s can execute changes with real-world consequences. The lack of transparency around error handling and recovery processes may limit adoption among professionals who prioritize reliability over convenience.