Ryanair AI Resolves 80% of Customer Chats Without Humans

PYMNTS reports that Ryanair’s artificial intelligence system manages 120,000 customer interactions daily in seven languages, handling four-fifths of these inquiries without human intervention.

The carrier runs more than 3,900 flights a day and attends to over 700,000 clients. Since the tool launched in October 2024, it has processed 10 million conversations, with 94% of responses proving accurate. Prior to selecting Amazon’s Nova 2 Lite, Ryanair evaluated five foundation models using 12,000 genuine customer queries. This decision lowered average response times from 18 seconds to 2.9 seconds while boosting correctness by 25%.

Tracy Kennedy, director of customer service at Ryanair, noted in the study that the shift was necessary to stop expenses from rising in direct proportion to ticket sales, ensuring service costs stay mostly steady even as flight loads increase.

When combined with previous phone automation, the digital tools have preserved more than 500,000 staff hours. This shift allowed Ryanair to lower the required customer service personnel per passenger by 70%. The airline is currently developing post-booking upselling features within the platform. Stephen Keane, head of business transformation at Ryanair, stated that the solution turned customer service from an expense into a strategic asset.