--- 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 Conversation Improvement Themes release notes for upgrades from Zurich to Australia # Combined Conversation Improvement Themes 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) 3 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 Improvement Themes release notes for upgrades from Zurich to Australia This consolidated document provides ServiceNow customers with comprehensive release notes for the Conversation Improvement Themes feature, covering upgrades from the Zurich release family through to Australia. It highlights new features, changes, removals, deprecations, and important activation details to assist in preparation for upgrading to Australia. Show full answer Show less ## New features * **Zurich Release:** Introduced capabilities to analyze and classify conversation quality data into effective and ineffective conversations, enabling customers to track conversation quality over time. * Enabled categorization of conversations into actionable themes by identifying recurring patterns linked to conversation quality, improving the understanding of user requests. * **Australia Release:** No new features were added. ## Changes, Removals, and Deprecations * There were no changes, removals, or deprecations to Conversation Improvement Themes features between Zurich and Australia releases. ## Activation and Additional Information * **Activation:** Conversation Improvement Themes must be installed by requesting it from the ServiceNow Store. Customers can view available apps and submit requests through the ServiceNow Store website. * **Other considerations:** No additional requirements, browser requirements, accessibility, localization, or highlight information updates were introduced between Zurich and Australia. ## Highlight Information * **Zurich Release:** Featured automated theme detection using a domain-specific large language model (LLM) framework to classify Knowledge Base articles, catalog items, Virtual Agent topics, and agents into themes. This enables thematic insights by distinguishing themes associated with good or poor conversation quality. * **Australia Release:** No updates. ## What This Enables for ServiceNow Customers By leveraging Conversation Improvement Themes, customers can systematically analyze conversation data to improve user engagement and service quality. The Zurich release introduced core capabilities for theme categorization and quality analysis, while the Australia release maintains this functionality without changes. Activation via the ServiceNow Store is required to utilize these features, ensuring a streamlined upgrade path and continuity of insights during the upgrade to Australia. Consolidated page of all release notes for Conversation Improvement Themes from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Conversation Improvement Themes 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 Conversation Improvement Themes to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-conversationimprovementthemes-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 Conversation Improvement Themes. {#dfrn3-conversationimprovementthemes-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Determine effective and ineffective conversations](https://www.servicenow.com/docs/access?context=conv-impr-themes-use&family=zurich&ft:locale=en-US) : Analyze conversation quality data over time and classify them into effective and ineffective conversations. [Categorize conversations into themes](https://www.servicenow.com/docs/access?context=conv-impr-themes-use&family=zurich&ft:locale=en-US) : Identify recurring patterns linked to low or high conversation quality and categorize user requests into actionable themes. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Conversation Improvement Themes features. {#dfrn3-conversationimprovementthemes-summary__entry__14} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Conversation Improvement Themes features or functionality were removed. {#dfrn3-conversationimprovementthemes-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 Conversation Improvement Themes features or functionality were deprecated. {#dfrn3-conversationimprovementthemes-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 Conversation Improvement Themes. {#dfrn3-conversationimprovementthemes-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install Conversation Improvement Themes 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 Improvement Themes 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 Improvement Themes we have noted them here. {#dfrn3-conversationimprovementthemes-summary__entry__38} | Release | Release notes | |-|-| | 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 Improvement Themes we have noted them here. {#dfrn3-conversationimprovementthemes-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 Conversation Improvement Themes, such as specific requirements or compliance levels. {#dfrn3-conversationimprovementthemes-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 Conversation Improvement Themes we have noted them here. {#dfrn3-conversationimprovementthemes-summary__entry__56} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Conversation Improvement Themes we have noted them here. {#dfrn3-conversationimprovementthemes-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Use automated theme detection with a domain-specific large language model (LLM) theme classification framework to tag Knowledge Base articles, catalog items, Virtual Agent (VA) topics, and agents into themes. * Receive thematic insights by breaking down poor and good-quality conversations into top underlying themes. * Compare themes based on whether they lead to good or bad conversations. See [Conversation Improvement Themes](https://www.servicenow.com/docs/access?context=conv-impr-themes-landing&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]