ServiceNow has agreed on a deal to purchase Cuein, a customer service AI provider.
Describing itself as a "co-pilot for customer experience teams," Cuein’s tech centralizes support data and leverages generative AI (GenAI) to allow customer service teams to answer "any kind of question."
With the acquisition expected to be finalized at some point in Q1 2025, ServiceNow believes that Cuein’s capabilities will enable the company to boost its agentic AI proposition.
How? By equipping customers with more tools to analyze and transform siloed customer interaction data from various channels. ServiceNow's agentic AI may then turn those insights into actions.
According to ServiceNow, the acquisition solidifies its position as a leading AI platform for business transformation.
This point was reiterated by Dorit Zilbershot, Group Vice President of AI Experiences and Innovation at ServiceNow, who said:
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.
Why Cuein?
Key to the deal is Cuein’s ability to handle structured and unstructured data.
The company's AI-driven conversation intelligence engine analyzes customer interactions across all input sources, turning them into actionable insights.
These capabilities will combine with ServiceNow’s integrated data approach - via its Workflow Data Fabric - to empower organizations to deliver "exceptional, scalable" service and drive faster business outcomes.
"For AI agents to truly be effective, they need access to accurate, real‑time insights," Zilbershot explained.
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 also provides the real-time analysis of human and AI interactions that Zilbershot is referring to, which allows users to gain inferred Customer Satisfaction (CSAT) scores for immediate feedback.
This continuous feedback loop helps organizations address customer dissatisfaction proactively and enhance experiences at scale.
