ServiceNow is enriching its agentic AI strategy with an agreement to acquire Cuein, an AI-native conversation data analysis platform. Founded in 2021, Cuein, headquartered in Belmont, California, will provide ServiceNow with the tools required to boost the efficiency of its AI agents.
ServiceNow AI Agents are embedded into the Now Platform and used to collaborate with business users on tasks across IT, customer service, HR, and more. The introduction of Cuein’s conversation analysis capabilities aims to boost the effectiveness of these agents by supercharging data understanding, processing, and transformation capabilities.
Ultimately, Cuein can ingest conversations made up of fragmented or siloed data and interpret them in real time, providing AI agents with contextual insights to increase the efficiency of their outputs. The ability of GenAI and AI agents to process vast amounts of structured and unstructured data promises to help companies identify what customers want and which actions to take to resolve their problems efficiently.
“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.
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“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.”
Cuein will fit comfortably within ServiceNow’s AI portfolio, particularly its Workflow Data Fabric. By combining the capabilities of this data unification tool with the conversational analysis capabilities of Cuein, ServiceNow customers can benefit from more targeted, actionable insights.
In practice, this will mean there’s no delay between a customer interaction and impact analysis. Instead, Cuien provides Customer Satisfaction (CSAT) scores interpreted in real-time by AI agents, and shared across the agentic AI network.
“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.”
ServiceNow positions itself as an AI platform dedicated to business transformation. By focusing its AI strategy on developing a practical AI stack with features that support progressive advancements—such as equipping AI agents with real-time data analysis capabilities—ServiceNow guides its customers on their AI journey instead of overwhelming them with a complex toolkit.
This approach is crucial not only for large-scale business transformation but also for empowering individuals and organizations to effectively manage their AI strategy and tools. This ensures cost-efficiency, effectiveness and, importantly, safety and security.
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