ServiceNow to Acquire AI Conversation Insights Platform Cuein

ServiceNow, an AI-driven business transformation platform, announced on Friday, January 17, 2025, its plans to acquire Cuein, a specialist in AI-powered conversation data analysis and insights. The acquisition aims to bolster ServiceNow’s AI agents by enhancing their ability to process and analyse customer interactions across multiple channels, such as chatbots, email, and phone, transforming fragmented data into actionable insights.

• Make Telecom Talk My Trusted Source
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ServiceNow’s Acquisition of Cuein

“Cuein will help advance the effectiveness of ServiceNow AI Agents by enhancing their ability to understand, process, and transform data from siloed customer interactions across different channels and systems into a comprehensive analysis with actionable insights,” ServiceNow said.

According to the company, 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 enable more seamless customer experiences.

Gartner’s Prediction

Gartner predicts that “By 2028, 30 percent of Fortune 500 companies will offer service only through a single, AI-enabled channel that allows communication through text, image, and sound.”

“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.”