Grand Hotel Baglioni Firenze & Kosmo: AI revolutionizing hospitality
Discover how Grand Hotel Baglioni uses Kosmo to manage more than 3,800 chats. 24/7 efficiency and hospitality thanks to artificial intelligence.
How Kosmo helped the Baglioni
Concrete results for a hotel living in the center of Florence.
About
In the heart of Florence, the Grand Hotel Baglioni has represented one of the excellences of Italian hospitality for over a century.
Business type
Hotel
Location
Florence, Italy
The challenge
The hotel's goal was to optimize communication with international clients, lighten the reception's workload, and increase the number of direct bookings. The main challenges were:
Fragmentation of communication channels
Separate management of communication channels generated confusion, increasing the risk of forgetting or duplicating responses.
Searching for data on guest preferences
The absence of a centralized system to track recurring requests prevented profiling customers and proposing personalized up-selling offers.
Long times for staff training
The high turnover of seasonal staff required continuous training efforts to align everyone on response standards and internal procedures.
The solution with Kosmo
Kosmo was implemented as a 24/7 active AI concierge, trained on the property's information and procedures to guide the user step by step and support the booking process. How? Through these key points:
Seamless multilingual interaction
Instant availability check
Automated responses to FAQs
Guided user conversion
Key results in 5 months
The results obtained from January 1 to May 31, 2026, were as follows:
Integrations with
Insights
Kosmo actively engaged a multilingual international audience.
Operational performance
Thanks to Kosmo, the hotel's digital front desk has become a scalable system. While the AI automates pre-stay communication and increases direct bookings, the team can dedicate themselves entirely to the on-site guest experience.
The success of Grand Hotel Baglioni
The experience of Grand Hotel Baglioni demonstrates how Ai Kosmo's Artificial Intelligence can represent a concrete competitive advantage for the tourism and hotel sector. Kosmo thus confirms himself as a strategic ally for digital tourism, capable of combining the power of AI with the art of hospitality.
What Maria said about us
Read the words of the Cluster Deputy Manager
Excellent product, we have currently implemented their chatbot on two of our Group's properties and we are really happy. Very fast assistance that is always ready to welcome our suggestions.
Maria Grazia Orlandini
Cluster Deputy Manager
Request a demo
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Frequently asked questions
Absolutely. All the data, percentages of managed chats, and hours of work saved that you see in our case studies come directly from our clients' real dashboards. Every success story is the tangible result of the customized integration of Kosmo's AI into different hospitality properties.
Kosmo's impact is almost immediate: the AI agent goes live right after setup, relieving the front desk from constantly checking messages from day one. Generally, our partners see a drastic drop in response times and an increase in booking inquiries within the first 2-4 weeks of activation.
Certainly. Kosmo is not a standard, "one-size-fits-all" solution; it is trained specifically on the information, tone of voice, and procedures of your individual property, whether it is a boutique hotel, a large resort, or a family hotel. Its efficiency and ability to convert chats into bookings adapt perfectly to your specific workload.