--- 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 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 Insights Release Notes for Upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with essential information for upgrading Conversation Insights from the Zurich release family to the Australia release family. It summarizes new features, changes, removals, deprecations, and activation details relevant to this upgrade path. The notes emphasize preparing for the upgrade by reviewing pre- and post-upgrade tasks. Show full answer Show less ## New Features The primary new feature introduced between Zurich and Australia is available in the Zurich release family and includes: * **Inferred CSAT:** An AI-driven, real-time estimated Customer Satisfaction (CSAT) score calculated by analyzing the entire sequence of a conversation. * **CSAT Factors:** These provide explainability for the Inferred CSAT score, including Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, and Transfers and Escalations. * **AI Agent Analytics Dashboard:** Automatically includes visualizations based on Inferred CSAT scores and their explanatory factors for enhanced conversational analytics. No additional new features were introduced specifically in the Australia release family for Conversation Insights. ## Changes, Removed Features, and Deprecations There are no changes, removals, or deprecations to existing Conversation Insights features between Zurich and Australia releases. Customers can expect feature continuity without loss or alteration of capabilities in this upgrade. ## Activation and Additional Requirements To activate Conversation Insights, customers must request the application from the ServiceNow Store. This process remains consistent from Zurich through Australia releases. There are no new additional functional requirements, browser compatibility changes, accessibility updates, or localization considerations introduced in this upgrade path. ## Key Outcomes for ServiceNow Customers * Access to AI-enhanced customer satisfaction scoring through Inferred CSAT, improving the ability to measure and explain customer experience in real time. * Utilization of the AI Agent Analytics dashboard for actionable conversational insights without additional configuration. * Smooth upgrade experience from Zurich to Australia with no feature removals or breaking changes in Conversation Insights. * Clear activation path via the ServiceNow Store, ensuring easy deployment and enablement. 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. | [ ]