ServiceNow plans Cuein acquisition to expand agentic AI roadmap

“The acquisition of Cuein is essential to [ServiceNow’s] vision of creating more integrated, intelligent systems that connect AI agents, data, and workflows,” says ServiceNow group VP of AI experiences and innovation

ServiceNow plans to acquire Cuein, a developer of AI-native conversation data analysis and insights.

California-based Cuein develops a technology that measures 100 per cent of consumer experience interactions with AI to discover low consumer satisfaction, find out about real-time trends, and improve customer service.

Cuein has private equity backing from Lightspeed Venture Partners, Khosla Ventures, and Webb Investment Network.

Other investors include executives from ServiceNow, Salesforce, and Drift, as well as former executives from Google, VMware, and Airbnb.

ServiceNow declined to discuss financial terms of the acquisition, which is expected to close during the first quarter of 2025.

ServiceNow plans to use Cuein technology to reinforce the company’s agentic AI roadmap by enhancing ServiceNow AI agents’ ability to understand, process, and transform data from multiple customer interactions via different channels and systems including chatbots, email, phone, and in-person communication.

The vendor expects leveraging the Cuein technology will help improve GenAI and autonomous AI agents in order to better understand what actions were taken to resolve issues and better process interactions from structured and unstructured data.

Dorit Zilbershot, ServiceNow’s group vice president of AI experiences and innovation, told CRN Cuein is a leader in AI-native conversation insights.

“Their technology analyses human interactions – across calls, chats, tickets, and more – to identify user intent and sentiment, along with actionable root causes,” Zilbershot said.

“Combined with our agentic platform, customers will have the power to fully visualise how end users interact with our AI agents, diagnosing breaking points, prompt failures, and hallucinations to improve quality and help ensure transparency in our AI agents operations.

“It will enhance the ability for our AI agents to turn complex data into actionable insights, fuelling the development of smarter, scalable autonomous agents that learn from human interactions.

“Cuein also introduces dynamic CSAT scoring and transparency tools, empowering organisations to continuously optimise customer experiences and measure AI agent effectiveness with greater precision.”

Zilbershot added Cuein’s technology will be re-platformed into the Now Platform, with early integration starting in 2025 and full re-platforming expected by 2026.

Cuein CEO and co-founder Mayukh Bhaowal said its mission is to help companies improve service experiences by analysing conversation data to uncover deeper business process insights.

"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,” Bhaowal said.

This article originally appeared on CRN UK sister website CRN.