Ryanair has implemented an AI-driven customer service system that handles 120,000 daily chats in seven languages. Developed with AWS and Cation Consulting, the platform resolves 80% of inquiries without human intervention. Since its launch in October 2024, the system has processed 10 million chats with a 94% accuracy rate.
The airline selected Amazon’s Nova 2 Lite model after testing five different options against 12,000 real customer queries. This transition reduced average response times from 18 seconds to 2.9 seconds and improved answer accuracy by 25%. In February, the company consolidated 12 specialized bots into a single unified agent.
The new infrastructure aims to decouple customer service costs from passenger volume growth. Combined with an automated phone system that redirects 80% of inbound calls to digital channels, the initiative has saved over 500,000 agent hours. Ryanair reports a 70% reduction in the number of agents required per passenger.
The company is now expanding the platform's functionality to include post-booking upselling. This shift aims to transform the customer service department from a traditional cost center into a revenue-generating asset. The airline continues to monitor accuracy through an automated scoring system before responses are delivered to users.
