ServiceNow acquired Cuein, an AI-native conversation data analysis company, as part of its ongoing expansion into agentic AI and automation-driven IT services.
The acquisition, which closed in the first quarter of 2025, is expected to enhance ServiceNow’s AI-driven workflow automation by improving the way AI agents process, interpret, and act on customer and IT service interactions. Financial terms of the deal are undisclosed.
Cuein, founded in 2021 and backed by Lightspeed Venture Partners, Khosla Ventures and Webb Investment Network, specializes in analyzing fragmented conversations across chat, email, phone, and IT ticketing systems. By transforming unstructured data into real-time actionable insights, the company’s technology will help ServiceNow’s AI agents automate service requests, improve IT operations, and enhance enterprise decision-making.
Dorit Zilbershot, vice president of product management, AI, at ServiceNow, said the acquisition would accelerate ServiceNow’s AI strategy by enabling AI agents to better diagnose customer issues and take proactive action.
“Right now, businesses struggle to diagnose customer issues quickly and bake solutions into customer service in real time,” she said. “Cuein changes that by turning user interactions and support requests into actionable insights.”
The acquisition aligns with ServiceNow’s broader push into agentic AI, a field that enables AI systems to autonomously identify, predict, and resolve issues. Instead of responding to IT tickets reactively, AI-powered agents will have the ability to detect service disruptions early and take preventive actions, reducing downtime and improving efficiency.
Zilbershot explained that agentic AI shifts IT teams away from repetitive, manual incident management.
“Instead of waiting for someone to submit a ticket, AI agents can analyze patterns, predict incidents, and take action automatically,” she said.
The result, she noted, is fewer IT service requests, faster problem-solving, and a shift in IT teams’ focus on strategic priorities rather than routine troubleshooting.
Zilbershot explained one of Cuein’s key strengths lies in its ability to consolidate and analyze conversations across multiple IT systems, offering enterprises a real-time, structured view of operations.
By integrating with ServiceNow’s Workflow Data Fabric, AI agents will be able to extract contextual insights from previously siloed conversations. She said that this level of data unification will help businesses make faster, more informed decisions while improving AI-driven automation.
“Cuein extracts insights from fragmented IT conversations—whether through chat, tickets, or calls—and translates them into structured, actionable intelligence,” she said.
This approach, she added, eliminates blind spots in IT operations and ensures AI agents operate with a comprehensive understanding of user needs.
The integration of AI-driven conversation analysis into enterprise IT environments raises a breadth of data privacy and compliance concerns, particularly as AI systems process sensitive customer and business data.
“AI-driven conversation analysis must balance innovation with rigorous security and compliance measures,” Zilbershot said.
She noted ServiceNow’s AI governance committee, and customer security and trust team would oversee the implementation of Cuein’s technology, ensuring AI models operate with transparency, accountability, and enterprise-grade data protection.
Zilbershot said she expects generative AI (GenAI) to fundamentally change IT service desks over the next five years with AI agents moving beyond automating simple tasks to orchestrating entire workflows across multiple systems with real-time contextual learning.
She explained AI-driven automation would proactively anticipate, diagnose, and resolve IT issues before they impact users, fundamentally transforming enterprise IT operations.
“In five years, IT service desks will shift from being request-driven to being fully autonomous and predictive,” Zilbershot said.
