By Mike Pnematicatos, Merlin Software for Vacation Ownership CEO
I have a confession: I hate buzzwords. Seriously. They spread like office gossip, and suddenly, everyone is saying them without really knowing what they mean.
So, it pains me to say this, but here we are—talking about Artificial Intelligence (AI). If you haven’t heard about AI yet, congratulations on escaping civilization. It’s everywhere, and people can’t stop talking about how it’s going to change everything.
And you know what? They’re probably right.
AI at Merlin: Thinking Ahead
At Merlin, we like to lead rather than follow (trendsetters, if you will). So naturally, we’ve been giving AI some serious thought—how we can use it, how it can make life easier, and, most importantly, how we can harness it without turning into one of those companies that overuse tech jargon.
But before we get into that, let’s answer two important questions:
What is AI, Really?
Current AI is based on Large Language Models (LLMs). Imagine a giant brain that has absorbed everything ever written or said and now tries to sound like the smartest person in the room. AI doesn’t actually think—it just pieces together human knowledge in a way that makes sense. So, if it feels like you’re chatting with an all-knowing oracle, that’s just a really well-trained prediction engine at work.
But can AI come up with brand-new ideas? Probably not. At least, not yet.
Will AI Ever Be Sentient?
Ah, the age-old sci-fi question. My take? Nope. But, who knows? If one day Merlin starts cracking jokes and asking for a raise, I’ll reconsider.
How AI Will Work in Merlin?
One of the biggest challenges in business is how fast things change—and how hard it is for users to keep up. As technology evolves, systems get more complex, and let’s be honest, not everyone has time to read a 50-page manual.
That’s where AI comes in. Our goal isn’t to replace people; it’s to make you more efficient. AI will be the missing link between complexity and usability.
So, what’s the plan?
Phase 1: AI-Powered Help System (Coming in 2025!)
We’re feeding our extensive knowledge base—thousands of documents, emails, and explanations from years of expertise—into a custom AI model. This means you’ll be able to ask Merlin a question, and it will instantly give you the correct answer, complete with step-by-step instructions. No more digging through documents or emailing support for the tenth time.
Phase 2: AI-Driven Actions
Next, you’ll be able to tell Merlin to perform tasks for you. Want to “Add a New Direct Debit Instruction” or “Post a Receipt to an Owner’s Account”? Instead of clicking through menus, you’ll just ask Merlin and answer a few questions, and it will take care of the rest.
Phase 3: AI-Powered Process Automation
Now, this is where things get really interesting. Imagine telling Merlin:
“Sell a timeshare, create a contract, add money to the contract, and structure the purchase price into instalments.”
Merlin will then ask you for key details, and—like magic—it will handle everything. No manual navigation, no guesswork. Just results.
Will AI Take Your Job?
Absolutely not. Instead, AI will turn you into a Merlin Super User. All you’ll need to do is answer a few simple questions, and Merlin will handle the complicated bits. Consider it your personal assistant, not your replacement.
A Few Tips for 2025
Since AI is about to make your workday smoother, here’s what you can do with your extra free time:
- ???? Go watch Better Man—Robbie Williams’ biopic. The monkey alone is worth it.
- ???? Catch Green Day on tour. Billie Joe will wake you up (even if it’s not September).
- ????️ See Bat Out of Hell: The Musical. Warning: It may increase your urge to ride a Harley at full speed.
Final Thought: No AI Was Used in the Making of This Post
Back in the day, Queen proudly labelled their albums with “No Synths” and later “Still No Synths”—until they finally gave in. So, for now, consider this “No AI”. But who knows? One day, I, too, may succumb.
Please reach out to Mike Ashton to find out more about Merlin Software and arrange a demo.
