--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Autonomous Workforce release notes for upgrades from Zurich to Australia # Combined Autonomous Workforce release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Autonomous Workforce Release Notes for Upgrades from Zurich to Australia This consolidated guide provides ServiceNow customers with essential information to prepare for upgrading Autonomous Workforce from the Zurich release to the Australia release. It summarizes new features, changes, activation instructions, requirements, and localization details relevant to the upgrade. Show full answer Show less ## New Features * **Enhanced Routing Criteria Configuration:** Enables seamless hand-offs between AI specialists and human agents for tasks requiring additional human oversight or different group handling. * **Document Intelligence for AI Specialists:** AI specialists can now read attachments such as screenshots, PDFs, and error logs to better understand context and generate accurate responses. * **Configurable Unified AI Persona:** Customize the AI specialist's name, icon, role, and assignment group to align with your brand and control data/work access. * **Multiple Task Configurations:** Fine-tune AI specialist processes by configuring pre-built tasks with routing behaviors, response templates, search profiles, and knowledge sources without needing prompt engineering. * **AI Specialist Activity and Performance Monitoring:** Track all records handled by AI specialists and measure performance across multiple metrics to gauge value delivered to your team. * **User-Based Work Assignment:** Establish assignment rules for automatic routing of work to AI specialists, ensuring they only act on requests they are confident in resolving and escalate uncertain cases to human agents. ## Changes * **Advanced Search Enabled by Default:** AI specialists deliver richer and more relevant search results out of the box. * **Follow-Up Metric Added:** Performance dashboards now include a metric tracking follow-ups after initial AI specialist responses to identify where requests stall or guidance needs improvement. ## Activation and Requirements * To activate Autonomous Workforce, contact your ServiceNow account manager. * Note that domain separation is not supported in this version. * Upgrade prerequisites require your instance to be on at least Zurich Patch 10 before moving to Australia Patch 3. ## Localization and Accessibility * AI specialists support multiple languages for user interaction; however, fluency varies due to underlying language model capabilities. * No new accessibility updates were introduced between Zurich and Australia releases. ## Key Outcomes for Your Organization * Increase team efficiency by automating resolution of high-volume, low-effort tasks with AI specialists that escalate complex issues appropriately. * Maintain consistent communication across multiple channels through a unified AI persona customizable per team. * Continuously improve AI specialist performance through monitoring and feedback-driven learning. Consolidated page of all release notes for Autonomous Workforce from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Autonomous Workforce release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich 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 Autonomous Workforce to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-autonomousworkforce-summary__entry__2} | Release | Release notes | |-|-| | 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 Autonomous Workforce. {#dfrn3-autonomousworkforce-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Updated routing criteria configuration](https://www.servicenow.com/docs/access?context=modify-aiw-tasks-new&family=zurich&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. Document intelligence added to AI specialist : Add context to the work assigned to an AI specialist, allowing it to read attachments such as screenshots, PDFs, and error logs to generate responses. [Configurable profile for a unified AI persona](https://www.servicenow.com/docs/access?context=modify-aiw-profile&family=zurich&ft:locale=en-US) : Customize your AI specialist's name and icon to fit your brand, and decide on its role and assignment group to determine what data and work it can access. [Multiple task configurations for fine-tuning AI specialist processes](https://www.servicenow.com/docs/access?context=modify-aiw-tasks&family=zurich&ft:locale=en-US) : Configure pre-built tasks, adding your own routing behavior, response templates, search profiles, and knowledge sources, with no prompt engineering required. [AI specialist activity and performance monitoring](https://www.servicenow.com/docs/access?context=ai-workforce-ais-use&family=zurich&ft:locale=en-US) : Track every record your AI specialist touches and measure its performance to see the value it brings to your team across multiple metrics. [User-based work assignment](https://www.servicenow.com/docs/access?context=create-assign-rules-aiw&family=zurich&ft:locale=en-US) : Create assignment rules to automatically route work to your AI specialist for triage and resolution. It only acts on requests it's confident it can resolve, proposing a solution directly. Anything less certain gets handed off to a human agent. | | Australia | [Updated routing criteria configuration](https://www.servicenow.com/docs/access?context=modify-aiw-tasks-new&family=australia&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. Document intelligence added to AI specialist : Add context to the work assigned to an AI specialist, allowing it to read attachments such as screenshots, PDFs, and error logs to generate responses. [Configurable profile for a unified AI persona](https://www.servicenow.com/docs/access?context=modify-aiw-profile&family=australia&ft:locale=en-US) : Customize your AI specialist's name and icon to fit your brand, and decide on its role and assignment group to determine what data and work it can access. [Multiple task configurations for fine-tuning AI specialist processes](https://www.servicenow.com/docs/access?context=modify-aiw-tasks&family=australia&ft:locale=en-US) : Configure pre-built tasks, adding your own routing behavior, response templates, search profiles, and knowledge sources, with no prompt engineering required. [AI specialist activity and performance monitoring](https://www.servicenow.com/docs/access?context=ai-workforce-ais-use&family=australia&ft:locale=en-US) : Track every record your AI specialist touches and measure its performance to see the value it brings to your team across multiple metrics. [User-based work assignment](https://www.servicenow.com/docs/access?context=create-assign-rules-aiw&family=australia&ft:locale=en-US) : Create assignment rules to automatically route work to your AI specialist for triage and resolution. It only acts on requests it's confident it can resolve, proposing a solution directly. Anything less certain gets handed off to a human agent. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Autonomous Workforce features. {#dfrn3-autonomousworkforce-summary__entry__14} | Release | Release notes | |-|-| | Zurich | Advanced search turned on by default : See more richer and more relevant results to searches performed by the AI specialist. Follow-up metric added to AI specialist performance dashboard : Monitor where requests stall and where guidance can be clearer by tracking the follow-ups necessary after an initial response by the AI specialist. | | Australia | Advanced search turned on by default : See more richer and more relevant results to searches performed by the AI specialist. Follow-up metric added to AI specialist performance dashboard : Monitor where requests stall and where guidance can be clearer by tracking the follow-ups necessary after an initial response by the AI specialist. | [ ] ## Removed Between your current release family and Australia, some Autonomous Workforce features or functionality were removed. {#dfrn3-autonomousworkforce-summary__entry__20} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Autonomous Workforce features or functionality were deprecated. {#dfrn3-autonomousworkforce-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Autonomous Workforce. {#dfrn3-autonomousworkforce-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Contact your ServiceNow account manager to get started with Autonomous Workforce. Note: Domain separation is [not supported](https://www.servicenow.com/docs/access?context=domain-separation-aiw&family=zurich&ft:locale=en-US) on this version of Autonomous Workforce. | | Australia | Activation information : Contact your ServiceNow account manager to get started with Autonomous Workforce. Note: Domain separation is [not supported](https://www.servicenow.com/docs/access?context=domain-separation-aiw&family=australia&ft:locale=en-US) on this version of Autonomous Workforce. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Autonomous Workforce we have noted them here. {#dfrn3-autonomousworkforce-summary__entry__38} | Release | Release notes | |-|-| | Zurich | Additional requirements : Your instance must be on Zurich Patch 10. | | Australia | Additional requirements : Your instance must be on Australia Patch 3. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Autonomous Workforce we have noted them here. {#dfrn3-autonomousworkforce-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Autonomous Workforce, such as specific requirements or compliance levels. {#dfrn3-autonomousworkforce-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Autonomous Workforce we have noted them here. {#dfrn3-autonomousworkforce-summary__entry__56} | Release | Release notes | |-|-| | Zurich | Localization information : AI specialist supports multiple languages for user interaction. Because language detection and generation are based on an underlying large language model, not all languages have the same level of fluency. See [Multilingual support for AI specialists](https://www.servicenow.com/docs/access?context=lang-support-aiw&family=zurich&ft:locale=en-US) for more information. | | Australia | Localization information : AI specialist supports multiple languages for user interaction. Because language detection and generation are based on an underlying large language model, not all languages have the same level of fluency. See [Multilingual support for AI specialists](https://www.servicenow.com/docs/access?context=lang-support-aiw&family=australia&ft:locale=en-US) for more information. | [ ] ## Highlight information If there are specific highlight considerations for Autonomous Workforce we have noted them here. {#dfrn3-autonomousworkforce-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Support your team's efficiency with AI specialists that autonomously resolve high-volume, low-effort tasks and knows when to hand things off for anything outside its scope. * Resolve requests across multiple channels with a single, unified AI persona for all requestor communication. * Deploy an AI specialist to every team based on the same foundation, then customize the configuration of each one to fit that team's specific needs. * Equip your team with an AI specialist that improves with use, learning from its own track record and your feedback to handle future requests more effectively. See [Autonomous Workforce](https://www.servicenow.com/docs/access?context=ai-workforce&family=zurich&ft:locale=en-US) for more information. | | Australia | * Support your team's efficiency with AI specialists that autonomously resolve high-volume, low-effort tasks and knows when to hand things off for anything outside its scope. * Resolve requests across multiple channels with a single, unified AI persona for all requestor communication. * Deploy an AI specialist to every team based on the same foundation, then customize the configuration of each one to fit that team's specific needs. * Equip your team with an AI specialist that improves with use, learning from its own track record and your feedback to handle future requests more effectively. See [Autonomous Workforce](https://www.servicenow.com/docs/access?context=ai-workforce&family=australia&ft:locale=en-US) for more information. | [ ]