ServiceNow recently announced its plan to acquire Cuein, a company specializing in AI-driven conversation data analysis. This acquisition aims to enhance ServiceNow’s vision of creating smarter, integrated AI systems that leverage real-time insights for better customer interactions. Cuein’s technology measures all types of consumer experiences, identifying areas of low satisfaction to help improve service quality. It has backing from notable investors including Lightspeed Venture Partners and Khosla Ventures. The integration of Cuein’s technology is expected to begin in 2025, enhancing ServiceNow’s AI agents’ ability to process information from diverse communication channels. Both companies see this partnership as a way to improve customer experiences and boost productivity through advanced AI capabilities.
ServiceNow Announces Acquisition of Cuein to Enhance AI Capabilities
In a significant move to boost its AI capabilities, ServiceNow has announced plans to acquire Cuein, a company known for its innovative technology in AI-native conversation data analysis. Dorit Zilbershot, ServiceNow’s group vice president of AI experiences and innovation, emphasized the importance of this acquisition, stating that it is essential for creating integrated systems that link AI agents, data, and workflows. Accurate insights are vital for the effectiveness of AI agents, and Cuein’s expertise will help provide those insights.
Cuein, based in Belmont, California, specializes in tracking consumer interactions with AI, including both bots and human agents. This technology aims to identify areas of low customer satisfaction (CSAT) and uncover real-time trends to enhance overall customer service. The company has backing from several leading private equity firms and boasts investors with ties to major names like ServiceNow and Google.
Although ServiceNow has not disclosed the financial details of the deal, it expects the transaction to be completed in the first quarter of 2025. The integration of Cuein’s technology is anticipated to strengthen ServiceNow’s AI agents by enabling them to better understand and process data from various customer interactions, such as chats, emails, and phone calls.
Zilbershot highlighted that Cuein’s capabilities will allow customers to visualize interactions with AI agents more effectively. This will improve issue resolution and enhance the overall quality of AI operations by providing actionable insights. The technology will also introduce dynamic CSAT scoring tools, enabling organizations to optimize customer experiences continuously.
Cuein’s CEO, Mayukh Bhaowal, expressed excitement about joining forces with ServiceNow. He believes that the merger will empower AI agents to access and act on the necessary information proactively, leading to increased success and productivity for customers.
With the integration expected to start in 2025 and the full re-platforming aimed for 2026, this acquisition marks a pivotal step in ServiceNow’s mission to enhance its AI and workflow capabilities, ultimately delivering better services for its clients.
Tags: ServiceNow acquisition, Cuein, AI technology, customer service, conversation analysis, AI agents.
What is the purpose of ServiceNow’s acquisition of Cuein?
ServiceNow is acquiring Cuein to enhance its Agentic AI features. This will help automate processes and improve customer service through smarter AI tools.
How will this acquisition benefit ServiceNow customers?
The acquisition will allow ServiceNow to provide better AI-driven solutions. Customers can expect improved efficiency and quicker responses to their requests.
What are Agentic AI features?
Agentic AI features are tools that help automate tasks, analyze data, and enhance interactions. They aim to improve the experience for both users and service agents.
When can we expect to see these new features?
New features from the acquisition will likely roll out over the next few months. ServiceNow is focused on integrating Cuein’s technology smoothly into their platform.
Will existing ServiceNow users need to pay more for these new features?
Any changes regarding pricing for enhanced features will be communicated by ServiceNow. The company usually aims to provide added value without significant extra costs.
