--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-yokohama-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ay bundleId : - delta3ay --- # Combined Conversation Insights release notes for upgrades from Yokohama to Australia # Combined Conversation Insights release notes for upgrades from Yokohama to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Conversation Insights Release Notes for Upgrades from Yokohama to Australia This consolidated guide provides ServiceNow customers with a clear outline of the release notes for Conversation Insights from the Yokohama release up through the Australia release. It is designed to assist you in preparing for your upgrade by summarizing new features, changes, and important upgrade tasks across releases in one place. Show full answer Show less ## Key Features * **Inferred CSAT (Customer Satisfaction) Score:** Introduced in the Yokohama release and carried forward through Zurich, this AI-driven feature estimates customer satisfaction in real time by analyzing the entire conversation sequence. * **CSAT Factors:** To explain Inferred CSAT scores, several factors are provided including Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, Transfers, and Escalations, giving greater insight into customer sentiment drivers. * **AI Agent Analytics Dashboard:** This dashboard includes default visualizations of Inferred CSAT scores and the associated factors, enabling effective conversational analytics and performance monitoring. ## Upgrade and Activation Information Before upgrading to the Australia release, review and complete the recommended pre- and post-upgrade tasks as applicable. Activation of Conversation Insights requires requesting the application via the ServiceNow Store. This process has remained consistent from Yokohama through Australia, with no changes in activation steps. ## Changes, Removals, and Deprecations There are no recorded changes, feature removals, or deprecations in Conversation Insights from Yokohama through the Australia release, indicating stability in the feature set during this upgrade path. ## Additional Considerations * **Browser and Accessibility:** No updates or specific requirements for browsers or accessibility compliance were introduced across these releases. * **Localization and Highlights:** There were no changes or new considerations related to localization or feature highlights from Yokohama to Australia. ## Practical Application for ServiceNow Customers By leveraging the Inferred CSAT framework and the Conversation Insights table linked to the Conversation table, you can build custom dashboards and workflows to analyze conversational data deeply. This enables enhanced customer service insights and operational improvements based on AI-driven satisfaction metrics without additional configuration changes through the latest releases. Consolidated page of all release notes for Conversation Insights from Yokohama to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Conversation Insights release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Conversation Insights to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-conversationinsights-summary__entry__2} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Conversation Insights. {#dfrn3-conversationinsights-summary__entry__10} | Release | Release notes | |-|-| | Yokohama | [Inferred CSAT](https://www.servicenow.com/docs/access?context=exploring-conversation-insights&family=yokohama&ft:locale=en-US) : Inferred CSAT provides an estimated score computed using AI in real time by analyzing the entire sequence of the conversation. [CSAT factors](https://www.servicenow.com/docs/access?context=exploring-conversation-insights&family=yokohama&ft:locale=en-US) : The following CSAT factors provide explainability to the Inferred CSAT score. * Resolution * Confusion * Effort * Empathy * Next Steps * Frustration * Transfers and Escalations [AI Agent Analytics dashboard](https://www.servicenow.com/docs/access?context=ai-agent-dashboard&family=yokohama&ft:locale=en-US) : The AI Agent Analytics dashboard includes visualizations with Inferred CSAT scores and factors by default. | | Zurich | [Inferred CSAT](https://www.servicenow.com/docs/access?context=exploring-conversation-insights&family=zurich&ft:locale=en-US) : Inferred CSAT provides an estimated score computed using AI in real time by analyzing the entire sequence of the conversation. [CSAT factors](https://www.servicenow.com/docs/access?context=exploring-conversation-insights&family=zurich&ft:locale=en-US) : The following CSAT factors provide explainability to the Inferred CSAT score. * Resolution * Confusion * Effort * Empathy * Next Steps * Frustration * Transfers and Escalations [AI Agent Analytics dashboard](https://www.servicenow.com/docs/access?context=ai-agent-dashboard&family=zurich&ft:locale=en-US) : The AI Agent Analytics dashboard includes visualizations with Inferred CSAT scores and factors by default. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Conversation Insights features. {#dfrn3-conversationinsights-summary__entry__18} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Conversation Insights features or functionality were removed. {#dfrn3-conversationinsights-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Conversation Insights features or functionality were deprecated. {#dfrn3-conversationinsights-summary__entry__34} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Conversation Insights. {#dfrn3-conversationinsights-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | Activation information : Install Conversation Insights by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: Conversation Insights is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install Conversation Insights by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Conversation Insights is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Conversation Insights we have noted them here. {#dfrn3-conversationinsights-summary__entry__50} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Conversation Insights we have noted them here. {#dfrn3-conversationinsights-summary__entry__58} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Conversation Insights, such as specific requirements or compliance levels. {#dfrn3-conversationinsights-summary__entry__66} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Conversation Insights we have noted them here. {#dfrn3-conversationinsights-summary__entry__74} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Conversation Insights we have noted them here. {#dfrn3-conversationinsights-summary__entry__82} | Release | Release notes | |-|-| | Yokohama | * Augment conversations with insights based on the Inferred CSAT score. The Inferred CSAT framework provides an estimated score computed using AI in real time by analyzing the entire sequence of the conversation. * Use underlying factors like Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, Transfers, and Escalations to provide explainability to the Inferred CSAT scores. * Leverage the Inferred CSAT framework and Conversation Insights \[sn_aci_insights\] table linked to the Conversation \[sys_cs_conversation\] table to create adhoc dashboards and workflows for conversational analytics applications. See [Conversation Insights](https://www.servicenow.com/docs/access?context=conversation-insights&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Augment conversations with insights based on the Inferred CSAT score. The Inferred CSAT framework provides an estimated score computed using AI in real time by analyzing the entire sequence of the conversation. * Use underlying factors like Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, Transfers, and Escalations to provide explainability to the Inferred CSAT scores. * Leverage the Inferred CSAT framework and Conversation Insights \[sn_aci_insights\] table linked to the Conversation \[sys_cs_conversation\] table to create adhoc dashboards and workflows for conversational analytics applications. See [Conversation Insights](https://www.servicenow.com/docs/access?context=conversation-insights&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]