Customer Service · News · 🇧🇷 Brazil
HostGator uses AI in support and cuts customer wait time from 11 to four and a half minutes
The web hosting company let AI handle simple requests and send complex ones straight to analysts, while keeping customer satisfaction at 91%.
- Profession
- Customer Service Manager, Customer Service Agent
- Tools
- Assistente de IA
- Source
- segs.com.br ↗
- Country
- 🇧🇷 Brazil
- Report date
- October 27, 2026
- Verified on
- November 3, 2026
What they did
HostGator Latin America, based in Florianópolis, set up support in three layers. The AI answers simple, predictable requests on its own, such as email setup, billing questions and basic hosting procedures. Complex cases go to analysts right away. The knowledge base was reorganized with input from the teams in Brazil, the United States and India and is updated as new request patterns show up.
How it went
According to the figures the company submitted to the 2026 ABT Award, where the case won in the Artificial Intelligence category, AI absorbed 67% of low complexity requests, average wait time fell from 11min45s to 4min30s, the SLA rose from 64% to 81% and satisfaction stayed at 91%. Onboarding time for new analysts dropped from 8 to 6 months and 77% of the team approves of the tool.
Good to know
The gain came from drawing a clear line between what the AI solves and what goes to people, and from keeping the knowledge base up to date. The numbers come from the company itself.
The prompt
I run support at [company] and we get about [number] tickets a month. Based on this sample of tickets [paste without customers' personal data], split the requests into simple and repetitive ones, which an assistant can solve with step by step instructions, and complex ones, which need an analyst. For the simple ones, write the standard answer and what the assistant should ask first. For the complex ones, tell me which signals in the message should send the ticket straight to someone on the team.
Replace what is in [brackets]. Prompt written by us from the account, not a literal copy of the source. Do not paste other people’s personal data (privacy laws such as LGPD and GDPR apply).
Summary in our own words. Results as stated in the original account; we have not tested or audited them. Read the source ↗ Found a mistake?
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