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.

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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