Hotel Corallo & Kosmo: AI That Enhances Digital Hospitality

The Context

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Hotel Corallo, a historic seaside property on the Riviera, has always focused on authentic hospitality and attention to detail. In recent years, with the rise of digital inquiries and online interactions, the hotel team recognized the need for a tool capable of managing communication flows efficiently while preserving the signature warmth and human touch that define the property. To meet this challenge, management chose Kosmo.

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The Needs of Hotel Corallo

The goal was clear: optimize guest communication without sacrificing interaction quality.
The hotel identified several priorities:

• Respond in real time to availability and service requests.
  
• Reduce the operational workload on the front office.
  
• Provide 24/7 assistance, even during peak season.
  
• Turn conversations into opportunities for direct booking.
  
  

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The Solution – Integrating Kosmo

After a brief analysis phase, the Ai Kosmo team configured the intelligent chatbot with a fully personalized setup, adapting tone of voice, service knowledge, and communication style to match the hotel’s identity.

Thanks to its adaptive intelligence, Kosmo learns from every interaction, constantly improving the quality of its responses and anticipating guest needs.

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The Results at Hotel Corallo

After the first few months, the benefits became clear across several areas.

Improved Digital Interaction

• Chats handled: 4,287
  
• Daily average: 22
  
  

Increased Internal Efficiency

• Average chat duration: 6 minutes
  
• Only 5% of conversations required human intervention.
  
• Total automated interaction time: 43 hours
  
  

Kosmo not only reduced response times but also improved guest satisfaction, ensuring immediate, accurate, and brand-consistent replies.

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Benefits for the Property

With Kosmo, Hotel Corallo has been able to:

• Provide continuous support in multiple languages.
  
• Free up staff time for higher-value human tasks.
  
• Increase digital presence and interaction rate.
  
• Reduce management costs and improve overall productivity.
  
  

Conclusions

The success of the project at Hotel Corallo demonstrates how Ai Kosmo’s technology can transform digital relationship management in the tourism sector. Thanks to Kosmo, the hotel achieved tangible improvements in efficiency, conversions, and service quality—while further strengthening its brand identity.

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