IrelandTravel and aviation2024 – ongoingRyanair
Multilingual customer-service assistant on Amazon Bedrock
Ryanair's AI assistant handled 120,000 daily chats, with 80% containment reported by AWS
Problem
Passenger growth increased customer inquiries. Ryanair's earlier chatbot gave static responses, and abandoned chats pushed customers into other service channels.
Approach
Ryanair worked with AWS and Cation Consulting to build a multilingual assistant. It launched in October 2024 and moved to a consolidated Bedrock AgentCore agent using Amazon Nova 2 Lite in February 2026. The system checked answers before sending them to customers and connected with Amazon Connect.
Results
Takeaway
The containment figure covered chats received by the assistant. It did not measure automation across all customer-service contacts.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
AWS described the assistant's launch and subsequent architecture change. It reported 120,000 daily chats and an 80% containment rate.
Full details are in the original sources.
