--- 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 Insights release notes for upgrades from Zurich to Australia # Combined Conversation Insights 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 Insights Release Notes for Upgrades from Zurich to Australia This consolidated release notes document covers all updates related to Conversation Insights from the Zurich release up to Australia. It is designed to assist ServiceNow customers in preparing for upgrades by summarizing new features, changes, removals, deprecations, activation, and other relevant information across these releases. Show full answer Show less Notably, there were no updates specifically introduced in the Australia release for Conversation Insights, so all key features and changes originate from the Zurich release. ## Key Features Introduced in Zurich * **Inferred CSAT:** An AI-driven feature that estimates customer satisfaction scores in real time by analyzing the entire conversation sequence. * **CSAT Factors:** Provides explainability for the Inferred CSAT score through factors such as Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, Transfers, and Escalations. * **AI Agent Analytics Dashboard:** Includes visualizations of Inferred CSAT scores and related factors by default, enabling deeper insights into customer-agent interactions. ## Activation and Usage Conversation Insights is available for installation via the ServiceNow Store. Customers should request the app from the Store to enable its features. The insights are linked through the `Conversation Insights [snaciinsights]` table connected to the `Conversation [syscsconversation]` table, allowing creation of adhoc dashboards and workflows tailored to conversational analytics. ## Changes, Removals, and Deprecations No features or functionality were changed, removed, or deprecated between the Zurich and Australia releases for Conversation Insights. ## Additional Information * No new pre- or post-upgrade tasks were introduced for the Australia release. * There were no updates to browser requirements, accessibility, localization, or highlight information between releases. ## Practical Implications for ServiceNow Customers When upgrading from Zurich to Australia, customers can expect consistent Conversation Insights functionality with no new features or changes to manage in Australia. The critical AI-powered Inferred CSAT capability and its explanatory factors remain key tools to understand and improve customer interactions. Ensuring Conversation Insights is installed from the ServiceNow Store and leveraging the provided data tables will enable customers to build customized analytics and workflows that enhance conversational service quality. Consolidated page of all release notes for Conversation Insights from Zurich 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__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 Insights features or functionality were removed. {#dfrn3-conversationinsights-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 Insights features or functionality were deprecated. {#dfrn3-conversationinsights-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 Insights. {#dfrn3-conversationinsights-summary__entry__32} | Release | 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__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 Insights we have noted them here. {#dfrn3-conversationinsights-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 Insights, such as specific requirements or compliance levels. {#dfrn3-conversationinsights-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 Insights we have noted them here. {#dfrn3-conversationinsights-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 Insights we have noted them here. {#dfrn3-conversationinsights-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]