ServiceNow is set to advance its artificial intelligence agents by acquiring Cuein. Cuein’s expertise in analyzing AI-native conversation data will empower ServiceNow’s AI agents to better comprehend and process customer interaction data, converting it into actionable insights, as stated in a press release on Friday, January 17. ServiceNow has entered into an agreement to acquire Cuein and anticipates finalizing the transaction in the first quarter, although the deal's terms remain undisclosed. “For AI agents to be truly effective, they require access to precise, real-time insights, ” said Dorit Zilbershot, group vice president of AI experiences and innovation at ServiceNow, in the release. “Cuein's capacity to swiftly process and transform data into actionable intelligence will help customers harness the full potential of agentic AI, enhance operations, and accelerate informed decision-making. ” The planned acquisition aims to strengthen ServiceNow’s Workflow Data Fabric, which aggregates data from all parts of the enterprise to form a cohesive layer of insights, as noted in the release. Cuein's technology will enhance this framework by consolidating data from customer interactions across various channels, analyzing these interactions with both humans and AI agents, and enabling organizations to leverage these insights to boost their AI agents' performance, according to the release. “At Cuein, we aim to assist organizations in enhancing service experiences through conversation data analysis, revealing deeper insights into business processes, ” said Mayukh Bhaowal, co-founder and CEO of Cuein, in the release.

“By integrating ServiceNow’s innovative AI and workflow capabilities, we can build upon this groundwork, facilitating AI agents to autonomously access and utilize the right information at the right time, fostering significant success and productivity gains for customers. ” AI agents that can independently navigate complex business processes are progressively taking over customer service and other functions at large companies, PYMNTS reported in November. In the same month, ServiceNow expanded its collaboration with technology service provider DXC Technology to establish a new Center of Excellence aimed at streamlining AI adoption for clients. Additionally, in May, ServiceNow and Microsoft deepened their strategic alliance to merge their generative AI capabilities, enabling employees to interact with and seek assistance from the most relevant AI assistant, regardless of the platform being used.