Luxor Hotel & Kosmo: AI for Intelligent, Warm Hospitality
The Context
The Luxor Hotel, located just steps from the sea and the heart of Milano Marittima, has long been a benchmark for those seeking elegant, contemporary, and authentic hospitality.
Serving a diverse clientele of families, professionals, and travelers, management has always focused on meticulous service and an experience that blends comfort with human warmth. The hotel's primary objective was to transform online conversations into direct bookings.
The Solution: Integrating Kosmo
The integration of Kosmo enabled the hotel to welcome every visitor with courtesy, guide them through room selection, and provide clear information regarding offers, services, and availability.
Thanks to its adaptive intelligence, Kosmo learns from interactions and continuously improves the quality of its responses, consistently maintaining the welcoming and refined style that defines the Luxor Hotel.
Results with Kosmo
The adoption of Kosmo in 2025 significantly boosted operational efficiency. By managing 1,978 total chats (averaging 6–7 per day), the platform ensured a constant and immediate presence on the website. This result allowed the hotel to overcome the limitations of manual management, guaranteeing real-time responses to every single user.
Operational Efficiency and Intelligent Automation
The greatest impact is reflected in the fluidity of the service. With an average chat duration of approximately 4 minutes, the system resolves user queries very quickly. The most striking figure is Kosmo’s autonomy: 97% of conversations were handled entirely by AI, requiring human intervention in less than 5% of the most complex cases. This allows staff to focus on welcoming guests in person while Kosmo mans the digital front desk.
From Simple Chat to Booking Engine
It’s not just about answering FAQs; it’s about generating concrete opportunities. More than 30% of total chats (611 requests) specifically concerned room availability. This data highlights how Kosmo acts as a true sales assistant, capturing users at their peak moment of interest and guiding them toward a booking.
A Word from Hotel Luxor
“The AI Kosmo intelligent chatbot is the most synchronized collaborator because it does exactly what I ask of it. It’s fantastic!”
— Paola Brunelli, Director, Luxor Hotel
The Benefits of Our Integrations
We collaborate with more than 30 partners in the hospitality sector, which allows us to be highly flexible with any hotel booking engine integration. Kosmo does not replace human contact: it amplifies it, making the hospitality experience more accessible, continuous, and authentic.
Conclusion
The Luxor Hotel experience demonstrates how artificial intelligence can enhance hospitality without stripping away its soul. Thanks to Kosmo technology, the team has improved efficiency and conversions while maintaining the human touch that has always characterized the property. Today, Kosmo is an integral part of their communication: a digital voice that speaks the language of hospitality.
