Travel & HospitalityAgentic AIConversational AI
Transforming customer service with agentic AI and Amazon Nova at Ryanair
Ryanair, Europe's largest airline, built a customer service AI assistant on Amazon Bedrock AgentCore powered by Amazon Nova 2 Lite, working with AWS Partner Cation Consulting, to replace an earlier architecture of 12 domain-specific agents with a single consolidated agent. The assistant handles 120,000 daily chat interactions across seven languages with an 80% containment rate and 94% accuracy, cut response latency from 18 seconds to 2.9 seconds, and combined with Amazon Connect voice automation has reduced customer service agents per passenger carried by 70% while saving over 500,000 agent hours.
RyanairAmazon Bedrock AgentCore · Amazon Nova 2 Lite · Amazon Connect +1
