ServiceNow (NYSE: NOW), AI platform for business transformation, recently announced it has signed an agreement to acquire Cuein, a leader in AI native conversation data analysis and insights. 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. This acquisition continues to fuel ServiceNow’s roadmap in agentic AI and reinforces its strategy to be the AI platform for business transformation.
Customers today engage with brands through various channels – chatbots, email, phone, and in‑person – resulting in numerous conversations. However, companies often struggle to understand what actions were taken to resolve issues, leading to lack of organizational knowledge and slow service experiences. 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 make for more seamless customer experiences Cuein accelerates this shift by bridging fragmented conversations, interpreting them in context, and enabling AI agents to act intelligently across systems to drive productivity and innovation.
“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.”
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“At Cuein, our mission is to help companies improve service experiences by analyzing conversation data to uncover deeper insights within business processes,” said Mayukh Bhaowal, co‑founder and CEO of Cuein. “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.”
ServiceNow’s Workflow Data Fabric harnesses data from all corners of the enterprise, creating a unified, intelligent layer of insights that powers productivity and more informed decision‑making. Cuein’s AI native conversation insights complement this by carefully analyzing every customer interaction from any input source—whether with a bot or a human—and transforming them into actionable insights. With a comprehensive, integrated data approach, ServiceNow helps ensure that every piece of data works in concert to accelerate business outcomes, enabling organizations to deliver exceptional service at scale.
Cuein’s ability to dynamically measure conversations between humans and between AI agents and adapt in real‑time creates a continuous feedback loop that allows organizations to proactively address customer dissatisfaction and improve experiences at scale. Companies no longer have to wait for separate intent or impact analyses after customer interactions; rather, by leveraging Cuein’s inferred Customer Satisfaction (CSAT) scores for each exchange, they receive real‑time results from AI Agents’ actions. These capabilities will ultimately enable ServiceNow AI Agents to break down complex data and tasks more effectively, with immediate learnings applied across multiple AI agents to meet evolving customer needs.
What this means for ERP Insiders
Get up to speed on Agentic AI. The Agentic Artificial Intelligence (AI) market is experiencing significant growth, driven by technological advancements and increasing demand for automation across various industries. In 2024, the market was valued at approximately US $30.89 billion and is projected to reach US $214.90 billion by 2033, reflecting a robust CAGR of 31.68%. This expansion is fueled by the rising adoption of AI agents capable of autonomous decision-making and task execution, enhancing operational efficiency and productivity. Key sectors contributing to this growth include healthcare, finance, retail, and manufacturing, where AI agents are increasingly integrated to streamline processes and improve outcomes. Additionally, advancements in natural language processing and machine learning are enabling more sophisticated and reliable AI agents, further propelling market expansion. However, challenges such as high initial investment costs and the need for continuous system updates may hinder rapid adoption, particularly among small and medium-sized enterprises.
Agentic AI will transform CXM professionals from reactive problem-solvers to proactive strategists and innovators. AI continuously analyzes customer interactions and predicts potential problems before they escalate, so AI can detect an increase in shipping delays and proactively notify customers with estimated delivery times, reducing complaints. And instead of reacting to complaints, CX professionals now fine-tune AI models to enhance proactive customer interactions. AI can take over ticket routing, follow-ups, and refunds, freeing CX managers for strategic tasks. It’s reasonable to expect an AI agent to automatically process 80% of return requests, only escalating complex cases to humans. And as is the case with Cuein, AI can continuously track customer emotions, preferences, and behaviors across channels, allowing CX teams to adjust messaging and interactions in real time. And AI can create personalized experiences based on customer history, preferences, and real-time behaviors. A simple scenario could be AI recognizes a high-value customer on a website and automatically offers a loyalty discount. Instead of manually designing customer journeys, CX managers will increasingly train AI models to create dynamic, real-time engagement. AI forecasts customer churn, satisfaction trends, and sentiment shifts before they impact business. So, an AI agent could detect a pattern of subscription cancellations and suggest a targeted retention campaign. Instead of spending time on data collection, CX leaders will spend more time interpreting AI-driven insights to optimize experiences.
ServiceNow is not alone in Agentic AI space. NVIDIA has introduced Agentic AI Blueprints to automate tasks across various industries, enhancing operational efficiency. Salesforce’s Agentforce 2.0 aims to automate business processes, including customer interactions and code vulnerability fixes, potentially reducing the need for human support staff. Anthropic’s latest AI model, Claude, features a “Computer Use” capability, allowing it to control users’ computer actions such as searching the internet, clicking buttons, and inputting text, thereby automating repetitive tasks. Microsoft is actively developing AI agents to automate various business and personal tasks, reflecting a significant investment in agentic AI technologies. Google’s introduction of Gemini 2.0 underscores its commitment to advancing AI agent capabilities, aiming to enhance user interactions and automate complex workflows.
