ServiceNow, which offers an AI platform for business transformation, signed an agreement to buy Cuein. Cuein offers AI-native conversation data analysis and insight. Its integration is expected to 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 insight.
The transaction also continues to fuel ServiceNow’s roadmap in agentic AI, reinforcing its role as the AI platform for business transformation.
“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 group VP of AI experiences and innovation, ServiceNow, Dorit Zilbershot. “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.”
“At Cuein, our mission is to help companies improve service experiences by analyzing conversation data to uncover deeper insights within business processes,” said Mayukh Bhaowal, co‑founder and CEO of Cuein. “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.”
ServiceNow’s workflow data fabric harnesses data from all corners of the enterprise, creating a unified, intelligent layer of insight to power productivity and informed decision‑making. Cuein’s AI native conversation insights complement this by carefully analyzing every customer interaction from any input source – whether bot or human – transforming them into actionable insights. With a comprehensive, integrated data approach, ServiceNow helps ensure that every piece of data works in concert to accelerate business outcomes, helping deliver service at scale.
Cuein’s ability to dynamically measure conversations between humans and AI agents, and adapt in real time, creates a continuous feedback loop that allows organizations to proactively address customer dissatisfaction and improve experiences at scale. Companies do not have to wait for separate intent or impact analyses after interactions. By leveraging Cuein inferred customer satisfaction (CSAT) 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 immediate learnings applied across multiple AI agents to meet evolving customer needs.
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 purchase in Q1.