• NICE disclosed Merlin Entertainments adopted its CXone platform to run AI-driven guest service across more than 140 attractions.
• Rollout spans trip planning, ticketing, reservations, in-park support, post-visit engagement, aiming to cut effort, lift resolution, improve loyalty.
• Merlin reported “Likely to Recommend” rose to 9.3 from 8.3; helpfulness CSAT increased to 9.4 from 8.3.
• Issue resolution improved to 95% from 75%; call answer rates climbed to 93% from 78% during the past year.

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