Grand Hotel Baglioni & Kosmo: the AI revolutionizing hospitality
Project Introduction
In the heart of Florence, Grand Hotel Baglioni has been an icon of Italian hospitality for over a century. With an international clientele and a constant flow of online inquiries, the hotel was seeking a solution capable of improving the management of digital communications, reducing the workload on staff, and providing instant answers 24 hours a day.
To meet this need, the hotel chose Kosmo, the intelligent virtual assistant designed to support hospitality businesses and tourism operators through conversational Artificial Intelligence.
Project Objectives
Before implementing Kosmo, the hotel team had to manually manage a high volume of requests coming from the website and digital channels, often outside office hours.
The main objectives of the project were:
- Provide automated customer support 24/7 in multiple languages.
- Increase availability inquiries and the conversion rate from visitors to potential guests.
- Improve the digital experience and the perception of an always-active service.
Implementation of Kosmo
The integration of Kosmo into the official Grand Hotel Baglioni website took place quickly and with a high level of customization. After an initial training phase on the hotel’s tone of voice, available services, and most common FAQs, Kosmo was connected to the website chat channel, becoming the first digital touchpoint for users seeking information or room availability.
Thanks to a continuous learning system, Kosmo learned to autonomously manage most conversations, understanding context and guiding users toward booking or direct contact with the reception when needed.
Results Achieved
After months of use, the results have been extremely positive, demonstrating how the adoption of Artificial Intelligence in the hospitality sector can generate real value.
Growth in Interactions
3,888 total chats handled between January and September 2025. An average of 20 chats per day, with seasonal peaks during high-demand periods.
Operational Efficiency
Average chat duration: 7 minutes, indicating natural and helpful conversations. 72 total hours of monthly interaction, fully managed by Kosmo.
Commercial Value
24.8% of chats concern room availability inquiries, confirming Kosmo’s role as a concrete lead-generation tool for the hotel’s sales department. Significant reduction in the operational load for staff, who can now focus on tasks that provide added value to guests.
Business Impact
The introduction of Kosmo has brought a tangible change in the management of customer support and online inquiries. The hotel can now:
- Respond instantly, even outside business hours.
- Maintain a communication tone consistent with the brand.
- Gather useful data and insights on customer needs.
- Improve user satisfaction and loyalty.
“Kosmo has allowed us to guarantee a continuous and professional digital presence. Customers appreciate the speed and availability of the service, while our staff can dedicate more time to direct guest hospitality”
states the Grand Hotel Baglioni team.
Conclusion
The experience of Grand Hotel Baglioni shows how Ai Kosmo’s Artificial Intelligence can provide a real competitive advantage for the tourism and hospitality sector. Kosmo confirms itself as a strategic ally for digital tourism, combining the power of AI with the art of hospitality.
