NICE says Merlin Entertainments to use CXone platform across global attractions

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 9.3; 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.