--- 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 November 5, 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 release notes document provides ServiceNow customers with a comprehensive summary of Conversation Improvement Themes updates from the Zurich release through to Australia. It is designed to help customers prepare for their upgrade by outlining new features, changes, removals, deprecations, activation steps, and other relevant information across these releases. Show full answer Show less ## Key Features * **Zurich Release:** * Capability to **determine effective and ineffective conversations** by analyzing conversation quality data over time, helping classify conversations based on their effectiveness. * Ability to **categorize conversations into actionable themes**, identifying recurring patterns related to conversation quality for targeted improvement. * Use of an **automated theme detection framework** powered by a domain-specific large language model (LLM) to tag Knowledge Base articles, catalog items, Virtual Agent topics, and agents by theme. * Provision of thematic insights by breaking down conversations into top underlying themes and comparing themes based on whether they result in positive or negative conversation outcomes. * **Australia Release:** No new features or changes were introduced for Conversation Improvement Themes in this release. ## Changes, Removals, and Deprecations No changes, feature removals, or deprecations were made to Conversation Improvement Themes between Zurich and Australia releases. ## Activation and Requirements * Conversation Improvement Themes is available through the **ServiceNow Store** and must be installed by requesting it from there. * Customers can review cumulative release notes and version history directly in the ServiceNow Store. * No additional requirements, browser specifications, accessibility considerations, or localization updates were introduced from Zurich to Australia. ## Practical Implications for ServiceNow Customers When upgrading from Zurich to Australia, customers can expect stable Conversation Improvement Themes functionality with no new features or changes in Australia. The core capabilities introduced in Zurich around conversation analysis and theme categorization remain foundational for improving virtual agent and customer interaction quality. Customers should ensure that Conversation Improvement Themes is activated via the ServiceNow Store and review the existing feature set to leverage theme-based insights for enhancing their conversational experiences. 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. | [ ]