Multilingual customer service chat agent handling baggage, refunds, bookings and flight disruptions
Ryanair's artificial intelligence now handles 120,000 customer chats a day across seven languages and resolves 80% of these conversations without a human agentFrom the source, 2026-09-15
What happened
Ryanair's chat channel used to run on a legacy chatbot with static answers, so the airline built an AI customer service assistant on Amazon Bedrock AgentCore and Amazon Nova 2 Lite with AWS partner Cation Consulting, live since October 2024. In February 2026 it folded 12 domain-specific agents into a single agent, and every answer is scored by guardrails before it reaches a customer. AWS says it now handles 120,000 chat interactions a day in seven languages with an 80% containment rate and has given 10 million answers at 94% accuracy. These figures come from a vendor-published AWS case study, as reported by PYMNTS.
Sources
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- Company
- Ryanair
- Industry
- Airlines
- Vendor / platform
- AWS (Amazon Bedrock AgentCore and Amazon Nova 2 Lite), built with AWS partner Cation Consulting
- Type
- Customer-facing agent
- Status
- Scaled
- Evidence date
- 2026-09-15
- Source
- https://www.pymnts.com/news/artificial-intelligence/2026/ryanair-ai-resolves-80percent-customer-chats-without-humans/
- Notes
- Figures come from a vendor-published AWS case study. PYMNTS is the dated source.
- Last checked
- 2026-10-20
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.