ServiceNow (NYSE: NOW), a leading AI platform for business transformation, has announced its agreement to acquire Cuein, a company specializing in AI-driven conversational data analysis and insights. This acquisition aims to enhance the capabilities of ServiceNow’s AI Agents by enabling them to process and analyze customer interaction data from various channels, transforming it into actionable insights. The deal is expected to close in Q1 2025, with financial terms undisclosed.
Cuein’s technology will help ServiceNow address challenges businesses face in managing fragmented customer interactions across chatbots, email, phone, and in-person channels. By leveraging AI, Cuein bridges these gaps, providing real-time insights and empowering AI agents to act intelligently and efficiently. This capability will allow companies to deliver seamless and informed customer experiences, aligning with Gartner’s prediction that 30% of Fortune 500 companies will rely on AI-enabled communication channels by 2028.
“ServiceNow is leading the way in agentic AI, redefining how human-centered AI operates across enterprises,” said Dorit Zilbershot, Group VP of AI Experiences and Innovation at ServiceNow. She highlighted that Cuein’s expertise in transforming data into actionable intelligence will streamline operations and accelerate smarter decision-making.
Cuein, co-founded in 2021 by Mayukh Bhaowal and Vignesh Ganapathy, uses AI to analyze customer interactions in real-time, offering inferred Customer Satisfaction (CSAT) scores and enabling immediate improvements in service delivery. With backing from Lightspeed Venture Partners, Khosla Ventures, and Webb Investment Network, the California-based company has been recognized for its innovative approach to conversational data insights.
ServiceNow plans to integrate Cuein’s capabilities into its Workflow Data Fabric, which unifies enterprise data to enhance productivity and decision-making. This collaboration will enable AI agents to adapt dynamically, resolve customer issues proactively, and continuously improve customer satisfaction at scale. The acquisition aligns with ServiceNow’s vision of driving business transformation through advanced AI solutions.
