ServiceNow to Acquire AI Conversation Insights Platform Cuein to Enhance AI Agents

ServiceNow to Acquire AI Conversation Insights Platform Cuein

The acquisition is expected to close in Q1 2025, with financial details undisclosed. ServiceNow, an AI-driven business transformation platform, announced on Friday, January 17, 2025, its plans to acquire Cuein, a specialist in AI-powered conversation data analysis and insights. The acquisition aims to bolster ServiceNow's AI agents by enhancing their ability to process and analyse customer interactions across multiple channels, such as chatbots, email, and phone, transforming fragmented data into actionable insights. Also Read: IBM and L'Oreal to Build AI Model for Creation of Sustainable Cosmetics "Cuein will help advance the effectiveness of ServiceNow AI Agents by enhancing their ability to understand, process, and transform data from siloed customer interactions across different channels and systems into a comprehensive analysis with actionable insights," ServiceNow said. According to the company, the ability of generative AI and autonomous AI agents to efficiently process vast amounts of both structured and unstructured data, identifying what customers want and which actions to take to resolve their problems, will enhance decision-making and enable more seamless customer experiences. Gartner predicts that "By 2028, 30 percent of Fortune 500 companies will offer service only through a single, AI-enabled channel that allows communication through text, image, and sound." "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," said Dorit Zilbershot, group vice president of AI Experiences and Innovation at ServiceNow. "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." "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," said Mayukh Bhaowal, co-founder and CEO of Cuein. Also Read: BT Group and ServiceNow Expand Partnership to Enhance Customer Experience Cuein's AI capabilities complement ServiceNow's Workflow Data Fabric, which unifies enterprise data for productivity and informed. Cuein dynamically evaluates human and AI interactions, offering real-time insights to address customer needs proactively. Cuein was co-founded in 2021 by Mayukh Bhaowal and Vignesh Ganapathy. The company is headquartered in Belmont, California, and is backed by Lightspeed Venture Partners, Khosla Ventures, and Webb Investment Network. ServiceNow expects to close the acquisition of Cuein in Q12025. Financial terms of the deal were not disclosed.

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. 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.

ServiceNow to Acquire Cuein to Enhance AI Agents | PYMNTS.com

Cuein's experience in AI native conversation data analysis and insights will enhance the ability of ServiceNow's AI agents to understand and process data from customer interactions, transforming that data into actionable insights, the companies said in a Friday (Jan. 17) press release. ServiceNow signed an agreement to acquire Cuein and expects to close the transaction during the first quarter, according to the release. Terms of the deal were not disclosed. "For AI agents to truly be effective, they need access to accurate, real-time insights," Dorit Zilbershot, group vice president of AI experiences and innovation at ServiceNow, said in the release. "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." The planned acquisition will enhance the capabilities of ServiceNow's Workflow Data Fabric, which gathers data from across the enterprise and creates a unified layer of insights, according to the release. Cuein's technology will complement this process by bringing together data from customer interactions across different channels, analyzing customer interactions with humans and AI agents, and allowing organizations to use those insights to improve the performance of their AI agents, per the release. "At Cuein, our mission is to help companies improve service experiences by analyzing conversation data to uncover deeper insights within business processes," Cuein co-founder and CEO Mayukh Bhaowal said in the release. "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." AI agents that can navigate complex business processes independently are taking over customer service and other operations at major companies, PYMNTS reported in November. During that same month, ServiceNow expanded its partnership with technology service provider DXC Technology to create the companies' new Center of Excellence that aims to streamline AI adoption for customers. In May, ServiceNow and Microsoft expanded their strategic alliance to combine their generative AI capabilities and allow employees to interact with and receive help from the most relevant AI assistant, regardless of the platform they're using.

ServiceNow Expands AI Arsenal With Cuein Acquisition: Details - ServiceNow (NYSE:NOW)

Cloud computing platform designer ServiceNow NOW shares are trading higher on Friday. The company announced an agreement to acquire Cuein, a firm focused on AI-based conversation data analysis. Belmont, California-based Cuein was co-founded in 2021 by Mayukh Bhaowal and Vignesh Ganapathy. Cuein is backed by Lightspeed Venture Partners, Khosla Ventures, and Webb Investment Network. Financial terms of the deal were not disclosed. This acquisition is designed to strengthen the functionality of ServiceNow's AI agents, enabling them to more effectively analyze customer interactions and derive valuable insights from various communication platforms, such as chat, email, and phone. ServiceNow intends to incorporate Cuein's AI technology into its platform, enhancing decision-making processes and elevating customer service experiences. By analyzing fragmented customer data, Cuein will enable companies to deliver more intelligent, cohesive service solutions. Also Read: Duolingo's AI-Powered China Surge Impresses Bullish Analyst "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," said Dorit Zilbershot, group vice president of AI Experiences and Innovation at ServiceNow. By incorporating Cuein's features, ServiceNow anticipates enhancing its AI agents' ability to quickly learn and adapt, leading to improved customer results. The acquisition is expected to be completed in the first quarter of 2025. ServiceNow held $5.3 billion in cash and equivalents as of September 30, 2024. Price Action: NOW shares are trading higher by 0.84% at $1,066 at the last check Friday. Image: Shutterstock. NOWServiceNow Inc$1062.730.53%Overview Rating:Good62.5%Technicals Analysis1000100Financials Analysis400100WatchlistOverview This content was partially produced with the help of AI tools and was reviewed and published by Benzinga editors. Market News and Data brought to you by Benzinga APIs