ServiceNow aims to strengthen its AI offerings by acquiring Cuein, an AI-native conversation data analysis platform. The move aims to enhance the development of next-generation AI agents on the ServiceNow platform, turning disparate data into actionable insights that improve customer interactions across all channels.
Businesses often struggle to track the actions taken to resolve issues in the multi-channel environment where customers engage through chatbots, email, phone calls, and in-person visits. This can lead to gaps in organisational knowledge and slow service delivery. Cuein’s technology will enable ServiceNow AI Agents to better understand and process data from these various customer interactions, leading to improved decision-making and more efficient service.
ServiceNow’s Workflow Data Fabric already consolidates data from across the enterprise, creating a unified layer of insights. Cuein will enhance this framework by analysing every customer interaction, both with a bot and a human, and transforming them into strategic insights. This integrated approach ensures that organisations can drive business outcomes and deliver efficient service.
Dorit Zilbershot, group vice president of AI experiences and innovation at ServiceNow, said: “ServiceNow is at the forefront of the agentic AI revolution, redefining what human-centered AI can achieve across the enterprise, and the acquisition of Cuein is essential to our vision of creating more integrated, intelligent systems that connect AI agents, data, and workflows. For AI agents to truly be effective, they need access to accurate, real-time insights. Cuein’s ability to quickly process and transform data into actionable intelligence will enable customers to unlock the full potential of agentic AI, streamline operations, and accelerate smarter decision making.”
Immediate insights at one’s fingertips
Founded in 2021 by Mayukh Bhaowal and Vignesh Ganapathy, Cuein is headquartered in Belmont, California, and backed by Lightspeed Venture Partners, Khosla Ventures, and Webb Investment Network.
Cuein’s capability to measure conversations in real time allows companies to proactively address customer dissatisfaction. By utilising inferred Customer Satisfaction (CSAT) scores from each exchange, organisations gain immediate insights into AI agents’ effectiveness, enabling quick adjustments to better meet customer needs.
“At Cuein, our mission is to help companies improve service experiences by analyzing conversation data to uncover deeper insights within business processes,” said Mayukh Bhaowal, co-founder and CEO of Cuein. “With ServiceNow’s innovative AI and workflow capabilities, we can build on this foundation, enabling AI agents to autonomously access and act on the right information at the right moment to drive meaningful success and productivity gains for customers.”
In November last year, ServiceNow expanded its partnership with DXC Technology to meet the growing demand for swift and tangible AI benefits through platform and expertise integration.