United KingdomTravel and aviation2026 – ongoingMerlin Entertainments
NiCE CXone AI customer-service platform across attractions
Merlin Entertainments raised issue resolution from 75% to 95% after moving guest service onto NiCE CXone
Problem
Merlin runs attractions around the world, and guests contact it at every stage of a visit, from planning and ticketing to help inside the park. The company wanted routine requests handled faster and complex ones sent to the right person.
Approach
Merlin used NiCE's CXone platform to cover guest contact across the visit. The platform automates routine requests, gives staff real-time guidance during interactions and routes complex queries to the right expert. NiCE said the gains were recorded over the past year as the rollout advanced.
Results
Takeaway
Merlin moved routine guest requests to automation and gave staff live guidance on the rest. NiCE did not say how the before and after figures were measured.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
NiCE announced that Merlin Entertainments uses CXone to handle guest contact across its attractions. The release lists before and after values for resolution rate, call answer rate and two guest satisfaction scores over the past year. It gives no start date and no measurement method.
Full details are in the original sources.