Transforming customer service with agentic AI and Amazon Nova at Ryanair
RyanairAmazon Bedrock AgentCore · Amazon Nova 2 Lite · Amazon Connect +1Ryanair, 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.
Overview
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.
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Inspect the highlighted sourceThe challenge
Ryanair's customer service inquiries were growing in line with passenger volumes, but scaling human agents proportionally was financially unsustainable for a low-cost carrier. Its legacy chatbot provided only static responses, causing customer frustration and abandonment that created downstream volume in other channels.
The solution
Working with AWS Partner Cation Consulting, Ryanair built a customer service AI assistant on Amazon Bedrock AgentCore powered by Amazon Nova 2 Lite, replacing an earlier architecture of 12 domain-specific agents with a single consolidated agent in February 2026. The agent evaluates every answer through a multi-dimensional, multi-model guardrail scoring system, uses Amazon Translate for six non-English languages, and integrates with Amazon Connect for a unified voice-and-chat omnichannel platform.
Reported business value
Since launching in October 2024, the assistant has generated 10 million chatbot answers at 94% accuracy, now handling 120,000 daily customer chats across seven languages with an 80% containment rate. Amazon Nova 2 Lite cut response latency 84% (from 18 to 2.9 seconds) with a 25% accuracy uplift versus prior models. Combined with Amazon Connect voice automation, the platform reduced customer service agents per passenger carried by 70% and saved over 500,000 agent hours.
Sources
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