In today's fast-paced digital world, the travel industry is undergoing a significant transformation. At the forefront of this change is Cation Consulting, led by Alan Kiernan, CTO, and Stephen Keane, Head of Digital Transformation at Ryanair.
Amazon Connect: A Game Changer

In September 2023, Ryanair began implementing Amazon Connect, a cloud-based contact centre service. The rollout plan includes all markets, with a focus on data-driven changes based on call types.

Ryanair's use of Amazon Connect has been instrumental in transforming their customer service operations. By leveraging this cloud-based contact centre service, Ryanair has been able to achieve several key milestones.

Working with AWS Conversational AI & Amazon Connect Delivery Partner Cation Consulting and by continually monitoring and improving claim management processes using Amazon Connect & AWS Conversational AI services, SBS can enhance call quality through AI driven analytics, while providing an intuitive self-service for both policy holder and insurance agency callers, backed by journey and experience metrics for continual and progressive product enhancement.

Vision Ireland, formerly National Council for the Blind of Ireland (NCBI), wanted to improve digital inclusion and accessibility for its clients. Vision Ireland supports and advises the blind and visually impaired and wants to empower them—both in living their daily lives with the same opportunities as everyone else and in their ability to access information about their condition.

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.

123.ie is a digital first insurance group within the European market. 123.ie are always looking for ways to make things better and deliver above and beyond their customers expectations.

123.ie wanted to change the game and provide an exceptional, interactive chatbot style experience for new and existing customers, with support services and document processing handled by an AI, in real-time.