ServiceNow Acquiring Cuein to Advance Agentic AI Roadmap

Cuein’s analytics technology offers real-time, actionable intelligence that can help make ServiceNow’s AI agents more effective.

Written by Rose Velazquez
Published on Jan. 21, 2025
Image: Shutterstock
Image: Shutterstock

ServiceNow plans to boost the effectiveness of its AI agents with the acquisition of Cuein, which specializes in AI native conversation analytics solutions.

Through its portfolio of AI-powered products, ServiceNow aims to drive business transformation across industries ranging from retail to life sciences. Cuein’s technology is expected to complement ServiceNow’s offerings, advancing the roadmap for its autonomous agents.

Cuein is able to analyze interactions between humans and AI agents to deliver real-time, actionable insights that can help agents respond more efficiently to customers’ needs and improve the overall customer experience.

“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, in a statement.

ServiceNow anticipates closing the acquisition deal in the first quarter of 2025.

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