ServiceNow to Acquire Cuein to Enhance AI Agents

ServiceNow plans to further the development of its artificial intelligence agents by acquiring Cuein.

Cuein’s experience in AI native conversation data analysis and insights will enhance the ability of ServiceNow’s AI agents to understand and process data from customer interactions, transforming that data into actionable insights, the companies said in a Friday (Jan. 17) press release.

ServiceNow signed an agreement to acquire Cuein and expects to close the transaction during the first quarter, according to the release. Terms of the deal were not disclosed.

“For AI agents to truly be effective, they need access to accurate, real-time insights,” Dorit Zilbershot, group vice president of AI experiences and innovation at ServiceNow, said in the release. “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.”

The planned acquisition will enhance the capabilities of ServiceNow’s Workflow Data Fabric, which gathers data from across the enterprise and creates a unified layer of insights, according to the release.

Cuein’s technology will complement this process by bringing together data from customer interactions across different channels, analyzing customer interactions with humans and AI agents, and allowing organizations to use those insights to improve the performance of their AI agents, per the release.

“At Cuein, our mission is to help companies improve service experiences by analyzing conversation data to uncover deeper insights within business processes,” Cuein co-founder and CEO Mayukh Bhaowal said in the release. “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.”

AI agents that can navigate complex business processes independently are taking over customer service and other operations at major companies, PYMNTS reported in November.

During that same month, ServiceNow expanded its partnership with technology service provider DXC Technology to create the companies’ new Center of Excellence that aims to streamline AI adoption for customers.

In May, ServiceNow and Microsoft expanded their strategic alliance to combine their generative AI capabilities and allow employees to interact with and receive help from the most relevant AI assistant, regardless of the platform they’re using.

For all PYMNTS AI coverage, subscribe to the daily AI Newsletter.