Ryanair’s AI Resolves 80% of Customer Chats Without Humans

Ryanair has implemented artificial intelligence to handle a significant portion of customer interactions, reducing the need for human agents. According to a case study published by Amazon Web Services, the airline's AI handles 120,000 customer chats daily across seven languages, resolving 80% of these conversations without a human agent.

The system, built with AWS partner Cation Consulting, was designed to avoid the common scaling problem of increased customer service costs as passenger numbers grow. Since its launch in October 2024, the AI has answered 10 million chats with a 94% accuracy rate. Ryanair chose Amazon's Nova 2 Lite foundation model for its system, which improved response time from 18 seconds to 2.9 seconds and increased answer accuracy by 25%.

The airline has integrated 12 task-specific bots into a single agent, and the chat system builds on Ryanair's earlier work automating phone calls. The AI has saved over 500,000 agent hours and reduced the number of customer service agents needed per passenger carried by 70%. Ryanair is also expanding its AI system to include post-booking upselling, aiming to turn the chat and phone platform into a strategic asset that improves both efficiency and customer experience.