ServiceNow Accelerates Agentic AI Roadmap With Acquisition of AI Native Conversation Data Analysis Platform Cuein
ServiceNow (NYSE: NOW) has announced the acquisition of Cuein, an AI native conversation data analysis platform. This strategic move aims to enhance ServiceNow's AI Agents' capabilities by improving their ability to process and transform customer interaction data across various channels into actionable insights.
The acquisition will strengthen ServiceNow's position in agentic AI and its role as an AI platform for business transformation. Cuein's technology bridges fragmented conversations and enables AI agents to act intelligently across systems, creating a continuous feedback loop through inferred Customer Satisfaction (CSAT) scores for real-time results.
Founded in 2021 and backed by Lightspeed Venture Partners, Khosla Ventures, and Webb Investment Network, Cuein is headquartered in Belmont, California. The acquisition is expected to close in Q1 2025, with financial terms undisclosed.
ServiceNow (NYSE: NOW) ha annunciato l'acquisizione di Cuein, una piattaforma di analisi dei dati di conversazione basata su intelligenza artificiale. Questa mossa strategica mira a potenziare le capacità degli Agenti AI di ServiceNow, migliorando la loro abilità di elaborare e trasformare i dati delle interazioni con i clienti attraverso vari canali in informazioni utili.
L'acquisizione rafforzerà la posizione di ServiceNow nell'AI agentica e il suo ruolo come piattaforma AI per la trasformazione aziendale. La tecnologia di Cuein collega conversazioni frammentate e permette agli agenti AI di agire in modo intelligente attraverso sistemi diversi, creando un ciclo di feedback continuo attraverso punteggi di Soddisfazione del Cliente (CSAT) impliciti per risultati in tempo reale.
Fondata nel 2021 e supportata da Lightspeed Venture Partners, Khosla Ventures e Webb Investment Network, Cuein ha sede a Belmont, California. L'acquisizione dovrebbe chiudersi nel primo trimestre del 2025, con termini finanziari non divulgati.
ServiceNow (NYSE: NOW) ha anunciado la adquisición de Cuein, una plataforma de análisis de datos de conversación nativa de IA. Este movimiento estratégico tiene como objetivo mejorar las capacidades de los Agentes AI de ServiceNow al perfeccionar su capacidad para procesar y transformar los datos de interacción con los clientes a través de varios canales en información útil.
La adquisición fortalecerá la posición de ServiceNow en la inteligencia artificial agentica y su papel como plataforma de IA para la transformación empresarial. La tecnología de Cuein conecta conversaciones fragmentadas y permite que los agentes de IA actúen de manera inteligente a través de diferentes sistemas, creando un ciclo de retroalimentación continua mediante puntuaciones inferidas de Satisfacción del Cliente (CSAT) para resultados en tiempo real.
Fundada en 2021 y respaldada por Lightspeed Venture Partners, Khosla Ventures y Webb Investment Network, Cuein tiene su sede en Belmont, California. Se espera que la adquisición se cierre en el primer trimestre de 2025, con términos financieros no divulgados.
ServiceNow (NYSE: NOW)는 AI 기반 대화 데이터 분석 플랫폼인 Cuein을 인수했다고 발표했습니다. 이 전략적 결정은 고객 상호작용 데이터를 다양한 채널에서 실행 가능한 통찰력으로 처리하고 변환하는 서비스나우의 AI 에이전트 능력을 향상시키는 것을 목표로 하고 있습니다.
이번 인수는 에이전트 AI에서 ServiceNow의 입지를 강화하고 비즈니스 변혁을 위한 AI 플랫폼으로서의 역할을 더욱 확고히 할 것입니다. Cuein의 기술은 단편화된 대화를 연결하고 AI 에이전트가 다양한 시스템에서 지능적으로 작동할 수 있도록 하여, 실시간 결과를 위한 고객 만족도(CSAT) 점수의 연관된 피드백 루프를 만듭니다.
2021년에 설립되고 Lightspeed Venture Partners, Khosla Ventures 및 Webb Investment Network의 지원을 받는 Cuein은 캘리포니아 주 벨몬트에 본사를 두고 있습니다. 인수는 2025년 1분기에 완료될 것으로 예상되며, 재무 조건은 공개되지 않았습니다.
ServiceNow (NYSE: NOW) a annoncé l'acquisition de Cuein, une plateforme d'analyse de données de conversation basée sur l'intelligence artificielle. Ce mouvement stratégique vise à améliorer les capacités des agents IA de ServiceNow en optimisant leur capacité à traiter et transformer les données d'interaction client à travers divers canaux en informations exploitables.
L'acquisition renforcera la position de ServiceNow dans l'IA agentique et son rôle en tant que plateforme IA pour la transformation des entreprises. La technologie de Cuein fait le lien entre des conversations fragmentées et permet aux agents IA d'agir intelligemment à travers différents systèmes, créant ainsi une boucle de rétroaction continue à travers des scores de Satisfaction Client (CSAT) implicites pour des résultats en temps réel.
Fondée en 2021 et soutenue par Lightspeed Venture Partners, Khosla Ventures et Webb Investment Network, Cuein a son siège à Belmont, Californie. La conclusion de l'acquisition est attendue pour le premier trimestre de 2025, les conditions financières n'ayant pas été divulguées.
ServiceNow (NYSE: NOW) hat die Übernahme von Cuein bekannt gegeben, einer KI-nativen Plattform zur Analyse von Konversationsdaten. Diese strategische Entscheidung zielt darauf ab, die Fähigkeiten der AI-Agenten von ServiceNow zu verbessern, indem deren Fähigkeit verbessert wird, Kundendaten über verschiedene Kanäle in umsetzbare Erkenntnisse zu verarbeiten und umzuwandeln.
Die Übernahme wird die Position von ServiceNow im Bereich der agentischen KI stärken und deren Rolle als KI-Plattform für die digitale Transformation festigen. Die Technologie von Cuein überbrückt fragmentierte Gespräche und ermöglicht es AI-Agenten, intelligent über verschiedene Systeme zu handeln, wodurch ein kontinuierlicher Feedbackzyklus über abgeleitete Kundenzufriedenheitswerte (CSAT) für Echtzeitergebnisse entsteht.
Gegründet im Jahr 2021 und unterstützt von Lightspeed Venture Partners, Khosla Ventures und Webb Investment Network, hat Cuein seinen Sitz in Belmont, Kalifornien. Der Abschluss der Übernahme wird für das erste Quartal 2025 erwartet, die finanziellen Bedingungen sind nicht bekanntgegeben worden.
- Strategic enhancement of AI capabilities through acquisition
- Real-time customer satisfaction analysis capabilities
- Integration with ServiceNow's Workflow Data Fabric for unified insights
- Improvement in customer service automation and efficiency
- Financial terms not disclosed
- Acquisition completion delayed until Q1 2025
Insights
The acquisition of Cuein represents a strategic move to enhance ServiceNow's AI capabilities, particularly in conversation analysis and autonomous agents. The technology integrates real-time conversation analysis across multiple channels with dynamic CSAT scoring, enabling immediate feedback loops for AI agent performance optimization.
The implementation of Cuein's technology will significantly improve ServiceNow's ability to process both structured and unstructured data from various customer touchpoints. This addresses a critical market need, as enterprises currently struggle with siloed customer interaction data. The integration will enable autonomous AI agents to make more informed decisions by accessing comprehensive, contextualized data across systems.
From a technical perspective, Cuein's platform will enhance ServiceNow's Workflow Data Fabric by adding sophisticated conversation analysis capabilities. This combination creates a powerful unified data layer that can drive more intelligent automation and decision-making processes. The timing aligns with Gartner's prediction of AI-enabled channel consolidation, positioning ServiceNow ahead of this industry shift.
This acquisition strengthens ServiceNow's competitive position in the enterprise AI market. With Gartner predicting that 30% of Fortune 500 companies will transition to single AI-enabled channels by 2028, ServiceNow is strategically positioning itself to capture this market transformation. The deal enhances their product offering in a high-growth segment of the enterprise software market.
The backing of prominent venture capital firms like Lightspeed and Khosla Ventures suggests Cuein's technology has been thoroughly vetted and shows promising market potential. While financial terms weren't disclosed, the acquisition will likely be accretive to ServiceNow's AI capabilities and market value proposition. The Q1 2025 closing timeline indicates a well-planned integration strategy that should minimize operational disruption.
Acquisition will advance the development of next-generation AI agents on the ServiceNow platform, transforming data into actionable insights across systems
Customers today engage with brands through various channels – chatbots, email, phone, and in-person – resulting in numerous conversations. However, companies often struggle to understand what actions were taken to resolve issues, leading to lack of organizational knowledge and slow service experiences. 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 make for more seamless customer experiences. In fact, Gartner® predicts that “By 2028,
“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.”
“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 insights that powers productivity and more informed decision-making. Cuein’s AI native conversation insights complement this by carefully analyzing every customer interaction from any input source—whether with a bot or a human—and 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, enabling organizations to deliver exceptional service at scale.
Cuein’s ability to dynamically measure conversations between humans and between 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 no longer have to wait for separate intent or impact analyses after customer interactions; rather, by leveraging Cuein’s 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
ServiceNow expects to close the acquisition of Cuein in Q12025. Financial terms of the deal were not disclosed.
Use of forward-looking statements
This press release contains "forward-looking statements" about the expectations, beliefs, plans, intentions, and strategies relating to ServiceNow’s proposed acquisition of Cuein. Such forward-looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. We undertake no obligation, and do not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include, without limitation, inability or delays in assimilating or integrating Cuein’s technology into our platform; inability to retain employees of Cuein after the transaction closes; unanticipated obligations or liabilities related to Cuein’s legacy business; potential adverse tax consequences; and disruption to our business and diversion of management attention and other resources. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
© 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
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1 *Gartner, Predicts 2025: Voice-Based Customer Service Isn’t Going Anywhere, Patrick Quinlan, Brad Fager, et al., 6 December 2024 (Report accessible to Gartner subscribers only)
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the
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