Hostnet, one of the largest hosting providers in the Netherlands, was founded in 1999 with a mission to help entrepreneurs achieve their online ambitions. Known for keeping the customer at the centre of its operations, Hostnet continually strives to deliver outstanding customer experiences. 

Background: Meeting the demands of modern customer service

To provide the best possible customer experience, Hostnet offers support seven days a week across multiple communication channels, including live chat with human agents. This commitment results in approximately 5,000 to 7,000 chats per month, covering a wide range of topics from invoice queries to technical questions requiring immediate attention. As the volume of queries continued to grow, Hostnet recognised the need for a solution that would allow them to maintain high levels of service. 

Solution: Introducing AI chatbot "Kevin"

To enhance customer service and support their agents, Hostnet introduced "Kevin," an AI chatbot powered by SupWiz (later acquired by Puzzel). Kevin was designed to handle routine queries efficiently, providing customers with instant responses and freeing human agents to focus on more complex issues. 

Results: Elevating customer experiences with 24/7 support

Since Kevin’s introduction, Hostnet has significantly improved its customer service capabilities. The AI chatbot acts as an additional agent, delivering timely and accurate responses, which has led to increased customer satisfaction. Kevin’s ability to handle queries around the clock has ensured that customers always have access to the support they need, regardless of the time of day. 

Bob Stienstra, Support Lead at Hostnet, shares his experience: “It's our first time managing a chatbot, and the building process has been a good experience. The system works really nicely, and we have gained the experience to make some changes ourselves.”

By successfully integrating Kevin into their support team, Hostnet has not only improved its service efficiency but also empowered its staff to take an active role in optimising and managing the chatbot. This has created a more flexible and responsive support system that continues to evolve with customer needs.