Ryanair's Artificial Intelligence System Resolves 80 Percent of Customer Chats
According to an Amazon Web Services case study, Ryanair manages 120,000 customer chats daily in seven languages using artificial intelligence without human intervention.
Ryanair has managed to resolve a large portion of customer chats without the need for a human agent by using Amazon's artificial intelligence model, keeping operational costs stable.
The Role of Artificial Intelligence in Daily Operations
Ryanair's artificial intelligence system handles 120,000 customer chats per day in seven different languages, breaking the traditional cost increase in the airline industry.
Model Selection Process and Performance Increase
Before choosing Amazon's Nova 2 Lite model, the company tested five core models and reduced response time from 18 seconds to 2.9 seconds.
Millions of Chats and Success Rate
Launched in October 2024, the system has successfully answered 10 million chats to date with a 94 percent accuracy rate.
Goal of Stabilizing Costs
Customer service director Tracy Kennedy stated that their goal is to keep customer service costs largely stable while passenger volume increases.