ServiceNow said it will acquire Cuein, a startup that analyzes AI and human chat interactions. The company said the deal will accelerate its roadmap for ServiceNow AI Agents.

Terms of the deal weren't disclosed.

The thinking behind the acquisition is worth noting. Cuein provides a platform that understands and provides insights on customer interactions across systems.

What ServiceNow is hoping to do with Cuein is create a continual feedback loop that will make its AI agents more effective over time. Cuein measures conversations between humans and AI agents and gives enterprises the ability to address customer issues. Cuein also features inferred customer satisfaction scores for each exchange.

Constellation Research analyst Liz Miller said in a blog post:

"Cuein is about more about continuous improvement than it is about a tool for a specific function. In an age when agentic AI is being infused in almost every process and every interface in the enterprise, mining for patterns, flows, breaks and failures should be one of those ambient processes focused on improvement and optimization rather than reporting and post mortems."

Dorit Zilbershot, group vice president of AI Experiences and Innovation at ServiceNow, said in a statement that Cuein's ability to process data on the fly and provide real-time insights will give customers the ability to "unlock the full potential of agentic AI."

ServiceNow's plan is to integrate Cuein's capabilities into ServiceNow's Workflow Data Fabric.

The purchase of Cuein, founded in 2021, is expected to close in the first quarter.

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Business Research Themes

Future of Work, Next-Generation Customer Experience

Roles

Chief Information Officer

Tags

#AI #artificialintelligence #machinelearning #ML #generativeAI, @servicenow, AI agents