In this episode, we talk about how hosting.com uses AI in customer support at scale, from onboarding and training to automation in day to day tickets. We cover their support training gamification for new hires, how their chatbot connects with internal systems and can even interact with hosting accounts and how they think about safety and intent when AI can trigger actions like DNS changes
Panos also shares that the bot solves about 25 to 30% of general inquiries before they ever reach an agent, plus how AI supports managers with quality feedback and helps teams search through their knowledge faster.