An airline's chat agent answers 120,000 questions a day
AWS says Ryanair's agent, built on Bedrock AgentCore and Amazon Nova 2 Lite with a partner, handles 120,000 chats a day in seven languages, with an 80% containment rate and 94% accuracy, and 70% fewer customer-service agents per passenger. Evaluated on 12,000 real questions first. Vendor-published.
- Agent or tool
- Customer service agent (Bedrock AgentCore, Nova 2 Lite)
- Topic
- Customer Support
- Reported on
- Case study (AWS)
- Added
- 2026-10-29
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 21 sightings filed under Customer Support on Agent Sightings (number 5 by interest), and one of 1 involving Customer service agent (Bedrock AgentCore, Nova 2 Lite).
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Customer service agent (Bedrock AgentCore, Nova 2 Lite) or any similar agent and adjust the details to your situation.
Answer passengers' baggage, refund, booking and disruption questions in their own language, and check each answer against policy before sending it.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (AWS): https://aws.amazon.com/solutions/case-studies/innovators/ryanair-agentic-ai/. Our summary is a paraphrase; details are in the source.
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