The enterprise AI evolution nobody’s talking about with Merlin Bise, Inbenta

74% of CEOs think their jobs are on the line because of AI. Not
because AI might replace them, but because failing to implement
it successfully could cost them everything.


Merlin Bise, CTO of Inbenta and former Head of Technology at a
firm acquired by the London Stock Exchange, joins us to share how
Inbenta is helping enterprises modernise their customer
experience. 


Merlin explains that so many AI deployments fail, not because the
technology is lacking, but because companies often bet on the
wrong frameworks, overlook data foundations, or underestimate the
importance of testing. 


We explore how traditional rules-based systems give way to
agentic frameworks that can reason, triage ambiguous queries, and
even correct automation gaps in real time. Merlin walks us
through the journey many enterprises take: beginning with
deterministic rules, evolving to AI-powered agents, and
ultimately orchestrating complex automation through agentic
manager systems that oversee and improve themselves.


Security and customer experience are front and centre in this
episode. Merlin breaks down the cybersecurity concerns that make
enterprises hesitate and why, in most cases, those fears are
rooted more in perception than reality.


Finally, we reflect on the broader trajectory of AI. While the
race toward AGI dominates headlines, Merlin argues that the tools
enterprises need to radically improve productivity are already
here. The challenge is implementing what exists with purpose and
precision.


This episode is brought to you by NLX.


NLX is a conversational AI platform enabling brands to build
and manage chat, voice and multimodal applications. NLX’s
patented Voice+ technology synchronizes voice with digital
channels, making it possible to automate complex use cases
typically handled by a human agent. When a customer calls, the
voice AI guides them to resolve their inquiry through
self-service using the brand’s digital asset, resulting in
automation and CSAT scores well above industry average. Just
ask United Airlines.


Shownotes:


Check out Inbenta: https://www.inbenta.com/


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Get in touch with Kane on LinkedIn:
https://www.linkedin.com/in/kanesimms/


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