acquisition-servicenow-cuein
ServiceNow accelerates agentic AI roadmap with acquisition of AI native conversation data analysis platform Cuein.

Co-Pilot For Customer Experience Teams

Cuein's Large Language Model Co-Pilot optimizes customer experience to drive better answers, reduced escalations, fewer abandonments and happier customers.
 
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Trusted by leading brands
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Why Cuein?

Organizations are facing an urgency towards retention via better Customer Experience (CX) while reducing cost.

CX interactions are now conversational across multiple touchpoints, which are costly to analyze, design, iterate and act on. Natural language interfaces are a black box with minimal guardrail.

In an ecosystem of chat, voice, email, agentic AI, and human interactions, Cuein surfaces actionable customer insights —  at a scale that no one else can match. Cuein improves CSAT/NPS and boosts retention and revenue.

LLM Tooling

Get LLM Ready

All the tooling you need to operationalize ChatGPT and generative language model based chatbot.

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Measure 100% of CX interactions with AI

Augments survey CSAT with deeper AI based Inferred CSAT and CSAT factors on 100% of bot and human customer experience interactions, to pin point low CSAT interactions and boost Inferred CSAT.

Inferred CSAT and Factors
Real Time Contact Patterns
 

Discover Real Time Trends and Improve Customer Service

Get alerted on trending contact reasons before it ends up clogging your contact center. Get insights into your company and product and reduce customer support volume.

 

Automate Root Cause Analysis

Surface highly actionable root causes behind your customer contact patterns without manually reading through entire transcripts or listening to voice calls.

Root Cause Analysis
 

Reveal and Repair Bot Failures to Improve Containment

Visualize how users interact with your bot rather than how it's designed. Diagnose breaking points, prompt failures, hallucinations and fix them by exporting prompts, dialogs, slots, intents, Q&A and more, back to the bots of your choice.

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Summarize Agent Actions to Fine Tune Chatbots

Automatically engineer prompts and generate the next best automation flow from millions of live agent chat and call transcripts to fine tune generative LLMs to use in your domain and use case. This removes the need for manual reviews and analysis which are error prone and do not scale. 

 

Reduce Hours of QA of Agent Interactions

Score agents on multiple dimensions from inferred CSAT, frustration to policy adherence. Review and act on feedback to improve your agents training and performance.

Agent Auto QA
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Don't Worry about Multiple Channels and Vendors

Integrate and resolve identities across vendor and channel silos (chat, voice, email, case etc) to map the customer journey. No more disparate systems with blind spots among them.

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Secure, Compliant and PII/PHI Protection

SOC2 Type2 and GDPR Compliant with PII and PHI redaction to keep conversation data protected and secure.
 

Cuein Integrations

Integrate with all your conversational data sources in a snap.

Cuein AI Integration

christy
"Cuein improved our confidence across the board in our chatbots, providing greater visibility into the support conversations and the impact it is making to our customers."
Christy Luykenaar, AVP Customer Contact Center, Benefitfocus
Leo
"As language becomes the new UI, you need tools to mine and analyze conversational data assets like recordings and transcripts, to uncover real time patterns and optimize the conversational experience. Cuein is totally killing it by providing this capability."
Leo Tenenblat, SVP GM Data & Analytics, Guidewire Software
Ralph
"Cuein helped consolidate our conversation analysis and mining across modalities and vendors while helping with cost reduction and improving retention."
Ralph Bevilacqua, Senior Vice President Service Center, Voya Financials
See what Cuein can do for you
Transform Customer Experience.