When tasked with the challenge of building strong guest relationships, we knew we needed to create a completely engaging experience – one that’s unexpected from a Vegas hotel. That’s where Rose comes in: the chatbot and resident mischief-maker of The Cosmopolitan of Las Vegas. Guests discover her calling card at check-in and, with a few messages, she can restock your towels, snag you hard-to-get dinner reservations, or give you a tour of The Cosmopolitan’s world-renowned art collection. But she’s more than a digital concierge, she’s the hookup our clientele craves. She knows all the insider information: she recommends the best dishes, reveals off-menu cocktails, and can even get you special access to the hottest nightclubs and shows. Each of her responses is coded with her distinctive voice and point of view – one that embodies the spirit of The Cosmopolitan. Push her buttons, and she’ll help you push yours.

Over the course of 12 weeks, we met with departments within The Cosmopolitan to learn the insights and secrets that the typical guest would not find alone. The team leveraged the user experience team to navigate the data and identify the conversation categories that would pique the curiosity of the guests to help them experience the property through their interests. Once we designed the unique voice of Rose, over 1,000 conversation threads were created to offer guests ways to book experiences such as restaurant reservations, poolside cabanas, and event tickets. To help drive guests to various bars and clubs on premise, guests are given insider information on the off-menu drink creations by the mixologists, and even given offers to help increase spend on the property. Hotel guests are introduced to Rose by receiving her card at the registration desk, and are encouraged to ask Rose for anything during their stay.

Since January of 2017, almost 30,000 guests have received cards from the front desk with nearly 20% of those guests chatting with Rose, and 79% of users are highly engaged. Since launch, that is 10% more than projections. In just three months, Rose has sent over 250,000 messages in response to over 24,000 inquiries from guests.

Rose also treats guests with offers for retail, dining, bars/clubs and entertainment, delivering over 2,000 offers thus far with a 5.5% redemption. Currently, that’s 3.5% above projection.

Incredibly, 80% of guests engaging with Rose rate their stay at The Cosmopolitan a 9+ out of 10 - up from 68% of guests who have not engaged - with 91% of guests likely to stay at The Cosmopolitan for their next visit. Rose also has a satisfaction rate of 91%, with 9 out of 10 guests willing to recommend Rose.