Cosmopolitan Hotel of Las Vegas has a vibrant, witty, and mischievous digital concierge called Rose. Rose had been created using a bot platform which is being sunset. The need was to re-architect Rose on a modern, future-ready, and scalable platform. The objective was to provide all the functionality available and enhance functional or technical architecture wherever possible.

Accellor built a powerful AI-driven agent solution based on Microsoft Bot framework and Azure ML to replace the existing bot. ​It allowed for The Cosmopolitan to provide an immersive and engaging experience while positively impacting the guest experience right from check-in to post departure via Rose, which is available via SMS messaging, Facebook messenger and Cosmopolitan’s website. Rose provides guests with useful, relevant & timely information including room ready and other notifications, and dining recommendations, as well as enable guests to order & request room service. The AI agent solution also enabled a hand-off to a human in case of complex queries and allows The Cosmopolitan to run marketing campaigns through Rose.​

The AI Agent solution powering Rose handles about 50k-70k engagements per month, with about 90% of the conversations handled by the AI Agent, reducing the load on the front desk. About 40% of the users were highly engaged with the solution. The CTR for marketing campaigns sent through Rose is over 10% and increasing.