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Title
Transforming customer service with agentic AI and Amazon Nova at Ryanair
…t guidance and packaged solutions AWS Solutions Customer Stories AWS Innovators Transforming customer service with agentic AI and Amazon Nova at Ryanair Overview Ryanair , Europe's largest airline, needed to scale customer service c…
Company
Ryanair
…ansforming customer service with agentic AI and Amazon Nova at Ryanair Overview Ryanair , Europe's largest airline, needed to scale customer service capacity as passenger volumes increased. Traditional models of scaling human agents line…
Description
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.
…customer inquiries were not financially sustainable. To address this challenge, Ryanair implemented an AI-powered customer service solution using Amazon Bedrock AgentCore and Amazon Nova 2 Lite , working alongside AWS Partner Cation Consulting. The solution now handles 120,000 customer chat interactions daily across seven…
…uplift. These results were validated in production within weeks of deployment. Amazon Bedrock AgentCore replaced an earlier architecture of 12 domain-specific agents with a single consolidated agent in February 2026. This consolidation reduced latency, simplified orchestration, and provided a mo…
Problem
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.
…line, needed to scale customer service capacity as passenger volumes increased. Traditional models of scaling human agents linearly with customer inquiries were not financially sustainable. To address this challenge, Ryanair implemented an AI-powered customer service s…
…ng over 500,000 agent hours. However, the chat channel remained largely manual, relying on a legacy chatbot that provided static responses. Customers frequently abandoned these interactions in frustration, creating dow…
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.
…orchestration, and provided a more scalable foundation for ongoing development. The agent evaluates every answer through a multi-dimensional, multi-model guardrail scoring system before it reaches the customer, ensuring response quality and accuracy. For multilingual support, Ryanair integrated Amazon Translate, a neural machine…
…the customer, ensuring response quality and accuracy. For multilingual support, Ryanair integrated Amazon Translate, a neural machine translation service, alongside Amazon Nova 2 Lite to handle six non-English languages across all European markets. This approach eliminated the need to maintain separate systems for each languag…
…n separate systems for each language while ensuring consistent service quality. The solution integrates with Amazon Connect, which Ryanair uses for voice customer service, creating a unified omnichannel platform. This integration allows the airline to route customers between voice and chat c…
Industry
Travel & Hospitality
…eates a foundation for post-booking ancillary revenue generation. About Ryanair Ryanair is Europe's largest airline by passenger numbers, operating over 3,900 daily flights across 36 countries. The airline serves mor…
Technology
Amazon Bedrock AgentCore, Amazon Nova 2 Lite, Amazon Connect, Amazon Translate
…customer inquiries were not financially sustainable. To address this challenge, Ryanair implemented an AI-powered customer service solution using Amazon Bedrock AgentCore and Amazon Nova 2 Lite , working alongside AWS Partner Cation Consulting. The solution now handles 120…
…n separate systems for each language while ensuring consistent service quality. The solution integrates with Amazon Connect, which Ryanair uses for voice customer service, creating a unified omnichannel platform. This integration allows the airline t…
…the customer, ensuring response quality and accuracy. For multilingual support, Ryanair integrated Amazon Translate, a neural machine translation service, alongside Amazon Nova 2 Lite to handle six non-English languages across all Eu…
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.
…r services while improving customer experience Since launching in October 2024, Ryanair's AI-powered customer service solution has generated 10 million chatbot answers, achieving a 94% accuracy rate. The assistant now handles 120,000 daily customer answers and delivers a reducti…
…sting five foundation models against 12,000 real production customer questions. Amazon Nova 2 Lite delivered an 84% latency improvement, reducing response time from 18 seconds to 2.9 seconds, while achieving a 25% accuracy uplift. These results were validated in production within weeks of deployment. Amazon B…
…94% accuracy rate. The assistant now handles 120,000 daily customer answers and delivers a reduction of Customer Services contacts per passengers carried by 70%. Response latency improvements directly enhanced customer experience. The 84% r…
…human agent availability. Combined with the Amazon Connect voice transformation the platform has contributed to a saving of over 500,000 agent hours to date, the omnichannel platform delivers actual savings. This allows Ryanair to scale…
AI capabilities
Agentic AI, Conversational AI
…customer inquiries were not financially sustainable. To address this challenge, Ryanair implemented an AI-powered customer service solution using Amazon Bedrock AgentCore and Amazon Nova 2 Lite , working alongside AWS Partner Cation Consulting. The solution now handles 120…
Headline outcome
…94% accuracy rate. The assistant now handles 120,000 daily customer answers and delivers a reduction of Customer Services contacts per passengers carried by 70%. Response latency improvements directly enhanced customer experience. The 84% r…
Use case type
Conversational assistant
…customer inquiries were not financially sustainable. To address this challenge, Ryanair implemented an AI-powered customer service solution using Amazon Bedrock AgentCore and Amazon Nova 2 Lite , working alongside AWS P…
Deployment model
cloud
…entCore and Amazon Nova 2 Lite Working with AWS Partner Cation Consulting , and AWS (Ryanair's preferred cloud provider), Ryanair built a customer service AI assistant on Amazon Bedrock AgentCore, a p…
Region
Europe
…ation service, alongside Amazon Nova 2 Lite to handle six non-English languages across all European markets. This approach eliminated the need to maintain separate systems for each langua…
