Acquisition will advance the development of
next-generation AI agents on the ServiceNow platform, transforming
data into actionable insights across systems
ServiceNow (NYSE: NOW), the AI platform for business
transformation, today 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 role as 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. In fact, Gartner® predicts that “By 2028, 30%
of Fortune 500 companies will offer service only through a single,
AI-enabled channel that allows communication through text, image,
and sound.”1 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.”
“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.
Cuein was co-founded in 2021 by Mayukh Bhaowal and Vignesh
Ganapathy. The company is headquartered in Belmont, California, and
is backed by Lightspeed Venture Partners, Khosla Ventures, and Webb
Investment Network.
ServiceNow expects to close the acquisition of Cuein in Q12025.
Financial terms of the deal were not disclosed.
Use of forward-looking statements
This press release contains "forward-looking statements" about
the expectations, beliefs, plans, intentions, and strategies
relating to ServiceNow’s proposed acquisition of Cuein. Such
forward-looking statements include statements regarding future
product capabilities and offerings and expected benefits to
ServiceNow. Forward-looking statements are subject to known and
unknown risks and uncertainties and are based on potentially
inaccurate assumptions that could cause actual results to differ
materially from those expected or implied by the forward-looking
statements. If any such risks or uncertainties materialize or if
any of the assumptions prove incorrect, our results could differ
materially from the results expressed or implied by the
forward-looking statements we make. We undertake no obligation, and
do not intend, to update the forward-looking statements. Factors
that may cause actual results to differ materially from those in
any forward-looking statements include, without limitation,
inability or delays in assimilating or integrating Cuein’s
technology into our platform; inability to retain employees of
Cuein after the transaction closes; unanticipated obligations or
liabilities related to Cuein’s legacy business; potential adverse
tax consequences; and disruption to our business and diversion of
management attention and other resources. Further information on
factors that could affect our financial and other results is
included in the filings we make with the Securities and Exchange
Commission from time to time.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
© 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated. http://www.servicenow.com
_________________________
1 *Gartner, Predicts 2025: Voice-Based Customer Service Isn’t
Going Anywhere, Patrick Quinlan, Brad Fager, et al., 6 December
2024 (Report accessible to Gartner subscribers only)
GARTNER is a registered trademark and service mark of Gartner,
Inc. and/or its affiliates in the U.S. and internationally and is
used herein with permission. All rights reserved.
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version on businesswire.com: https://www.businesswire.com/news/home/20250117189627/en/
Media Relations Courtney Johnson 925.405.2446
press@servicenow.com
Investor Relations Darren Yip 925.388.7205
ir@servicenow.com
ServiceNow (NYSE:NOW)
過去 株価チャート
から 12 2024 まで 1 2025
ServiceNow (NYSE:NOW)
過去 株価チャート
から 1 2024 まで 1 2025
