Normalized claim
Conversations handled: 3,000,000 conversations
Since the launch in June of 2018, the Ryanair chatbot has handled almost 3 million conversions across English, Italian, Spanish, French and German.
Ryanair chatbot powered by Amazon Lex and Amazon SageMaker to handle customer conversations
Use case typeCustomer service automationUpdated Jun 13, 2026
Ryanair improved customer experience with an AI chatbot that answers passenger needs across multiple languages. The chatbot was built with Amazon Lex and Amazon SageMaker and launched in June 2018 as an extension of the customer care team. AWS states the bot has handled almost 3 million conversations across English, Italian, Spanish, French, and German since launch.
- Organization
- Ryanair
- Industry
- Consumer & Food
- Location
- Ireland
- Published
- June 2018
Reported outcomes
3,000,000 conversations
conversations handledRevenue & growth
Strategic outcomes
Customer experience & trustImproved customer experienceScale & capacityHandled customer conversations at scaleNew product / capabilityLaunched multilingual customer care chatbot
Why do we believe this?Outcome claims, sources, and evidence checks
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Ryanair
- Provider
- AWS
- Maturity
- Unknown
- Linked source
- AWS Amazon Lex customers page
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 4
- 1Customer Service
- 2Conversational AI
- 3Chatbot
Improve customer experience and reduce manual handling in customer care workflows across multiple languages.
- Built a conversational chatbot powered by Amazon Lex for the interface and Amazon SageMaker for underlying AI capabilities.
- Launched the bot in June 2018 as part of Ryanair customer care.
Technologies
- Almost 3 million conversations handled since launch across five languages.
- Positioned as an extension of the customer care team, improving customer experience.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Primary source available
- Quantified outcome available
- Technical implementation details available
ExpandedExpanded
The same organization appears in newer AI deployment evidence.
- Same organization re-documented as recently as 2026.
Measures whether this deployment's public evidence persists — not whether the system is still in production.
Type: Customer StoryPublished: Jun 1, 2018Publisher: AWSEvidence: VendorConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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