ServiceNow Acquires Cuein To Accelerate Agentic AI Roadmap

Customers today engage with brands through various channels—chatbots, email, phone, and in‑person—resulting in numerous conversations and sometimes confusion. As such, companies often struggle to understand what actions were taken to resolve issues, leading to lack of organisational knowledge and slow service experiences.

To resolve these challenges, artificial intelligence platform ServiceNow is acquiring Cuein, a provider of AI-native conversation data analysis and insights. Cuein will enable ServiceNow AI Agents to understand and process data from siloed customer interactions across different channels and systems into a comprehensive analysis with actionable insights. This acquisition continues to fuel ServiceNow’s roadmap in agentic AI.

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, can enhance decision‑making and make for more seamless customer experiences. Gartner predicts that “by 2028, 30% of Fortune 500 companies will offer service only through a single, AI‑enabled channel that allows communication through text, image, and sound.”

Cuein accelerates this shift by bridging fragmented conversations, interpreting them in context, and enabling AI agents to act intelligently across systems to drive productivity and innovation.

“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,” said Dorit Zilbershot, group vice president of AI Experiences and Innovation at ServiceNow.

"At Cuein, our mission is to help companies improve service experiences by analysing conversation data to uncover deeper insights within business processes,” said Mayukh Bhaowal, co‑founder and CEO of Cuein.

ServiceNow’s Workflow Data Fabric leverages enterprise data to create a unified layer of business insights. Cuein’s AI native conversation insights complement this by analysing customer interactions from different input sources—whether with a bot or a human—and offering them as actionable insights. 

Cuein’s ability to measure conversations between humans and between AI agents and adapt in real‑time creates a feedback loop that allows organisations to address customer dissatisfaction and improve experiences. Companies no longer have to wait for separate intent or impact analyses after customer interactions; by leveraging Cuein’s inferred Customer Satisfaction scores for each exchange, they receive real‑time results from AI Agents’ actions. 

These capabilities will ultimately enable ServiceNow AI Agents to break down complex data and tasks more effectively, with learnings applied across multiple AI agents to meet evolving customer needs.