Transforming Crew Control Operations In Large Enterprises with Amazon Connect and Conversational AI
Executive Summary
Ryanair, Europes largest airline, embarked on a transformative journey to optimize its Crew Control Operations, a critical component in maintaining its impressive 84%+ flight punctuality and accommodating rapid growth. Partnering with AWS Partner Cation and utilizing Cation's 100% Native AWS Parly Platform for conversational AI, Ryanair leveraged Amazon Web Services (AWS) to achieve remarkable results, including a substantial reduction in call time, faster case resolution, and improved crew satisfaction.
Driving Innovation, Propelling Success
Ryanair’s commitment to elevating operational efficiency spurred a pivotal redesign of its business processes. Built on top of Cation's 100% AWS Native Parly Platform, the agile and effective implementation within a mere 4 weeks stands as a testament to the collaborative efforts between Ryanair and Cation.
Crew Control Operations
Ryanair’s Crew Control Operations are vital to service delivery, ensuring an impressive 84%+ of flights arrive on time. Addressing this challenge required a strategic combination of business process transformation and advanced intelligent IVR and conversational AI technologies.
Empowering Crew Control with AI & AWS
Cation played a pivotal role in orchestrating this transformation, migrating Ryanair's operations to an asynchronous-based mode, facilitating seamless query resolution, and enriched case handling. Leveraging cutting-edge conversational AI powered by AWS services, Cation streamlined processes, integrated systems, and empowered crew control operators to resolve issues promptly.
Why AWS?
AWS's scalability, reliability, security measures, and global reach were vital in enabling Ryanair's transformational journey. These attributes ensured operational continuity, reduced downtime, and provided essential resources for tailored solutions.
Transformation Journey
Cation's solution included:
Intelligent IVR and Conversational AI
Data Gathering and Enrichment
Automated Case Handling
Adaptability to External Events
Reaping the Rewards, Shaping the Future
The successful implementation resulted in significant benefits for Ryanair, enhancing operational efficiency, rapid responses to external events, and improving the overall crew experience. Substantial cost savings were realized, optimizing overall operations and setting the stage for future scalability.
A Collaborative Vision for Innovation
Ryanair selected Cation for its unique qualifications and expertise, making it the ideal partner to address complex operational needs. This collaboration has not only optimized operations but also laid the foundation for scalable, future-proof solutions.
About Cation Consulting
Cation Consulting, an AWS Consulting Partner, and Software Partner with Amazon Connect, specializes in Call Centre Intelligence, Conversational AI, and Lambda Service Ready Competencies. Their Parly.ai platform is a leading AWS Native Multilingual, Multichannel Conversational AI chatbot and live chat solution, deployed by industry leaders including Ryanair DAC, RSA Insurance Group & SBS Insurance Services.
About Cation Consulting
Cation Consulting, an AWS Consulting Partner, and Software Partner with Amazon Connect, specializes in Call Centre Intelligence, Conversational AI, and Lambda Service Ready Competencies. Their Parly.ai platform is a leading AWS Native Multilingual, Multichannel Conversational AI chatbot and live chat solution, deployed by industry leaders including Ryanair DAC and RSA Insurance Group.
