{"slug":"transforming-customer-service-with-agentic-ai-and-amazon-nova-at-ryanair","url":"https://findausecase.com/use-cases/transforming-customer-service-with-agentic-ai-and-amazon-nova-at-ryanair","title":"Transforming customer service with agentic AI and Amazon Nova at Ryanair","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.","company":"Ryanair","industry":"Travel & Hospitality","aiCapabilities":["Agentic AI","Conversational AI"],"technology":["Amazon Bedrock AgentCore","Amazon Nova 2 Lite","Amazon Connect","Amazon Translate"],"deployment":"Unknown","problemStatement":"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.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://aws.amazon.com/solutions/case-studies/innovators/ryanair-agentic-ai/","dates":{"publishedAt":"2026-09-22T05:48:10.900Z","publishedAtSource":"pipeline","updatedAt":"2026-09-22T05:48:10.900Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/transforming-customer-service-with-agentic-ai-and-amazon-nova-at-ryanair. Bulk republication requires permission."}