‘The acquisition of Cuein is essential to [ServiceNow’s] 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,’ says Dorit Zilbershot, ServiceNow’s group vice president of AI experiences and innovation.
ServiceNow Friday said it plans to acquire Cuein, a developer of AI-native conversation data analysis and insights.
Belmont, Calif.-based Cuein develops technology that measures 100 percent of consumer experience interactions with AI, both bot and human interactions, to discover low CSAT, or consumer satisfaction, interactions to discover 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.
[Related: ServiceNow CEO Bill McDermott: ‘We’re Putting AI To Work For People’]
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.
ServiceNow 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.
ServiceNow spokespeople did not respond to an emailed request from CRN for more information due to travel related to the company’s upcoming sales kickoff conference.
However, Dorit Zilbershot, ServiceNow’s group vice president of AI experiences and innovation, said in a prepared statement that ServiceNow is at the forefront of the agentic AI revolution.
“[ServiceNow is] 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.”
Cuein CEO and Co-founder Mayukh Bhaowal, in a prepared statement, said Cuein’s mission is to help companies improve service experiences by analyzing 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.
