---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Conversation Improvement Themes

# Conversation Improvement Themes {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Conversation Improvement Themes

The Conversation Improvement Themes application enhances the evaluation of conversations managed by AI Control Tower by transforming Conversation Evaluators' assessments into long-term performance insights.
It achieves this by analyzing conversation quality data over time, enabling ServiceNow customers to better understand and improve their AI-driven conversation interactions.
Show full answer Show less  

## Key Features

* **Integration with AI Control Tower:** Utilizes evaluations from Conversation Evaluators to derive actionable insights.
* **Performance Trend Analysis:** Tracks and analyzes conversation quality data longitudinally to identify improvement themes.
* **Activation and Usage Guidance:** Provides clear steps to activate and effectively use the Conversation Improvement Themes application.

## Important Considerations

* **Model Provider Availability:** Not all AI model providers are accessible for customers with in-country SKUs or in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted instances. Customers should monitor updates for availability.
* **Regional Limitations:** Some AI products and features are limited by region or regulated markets, potentially restricting access.
* **AI Limitations and Responsibility:** AI-generated outputs may not always be accurate or appropriate. Customers are responsible for testing, evaluating, and applying human oversight to ensure the suitability of AI outputs, especially in high-impact areas like healthcare, finance, legal, and security.
* **Compliance with Policies:** Usage must comply with ServiceNow's AI Acceptable Use Policy.

## Data Processing and Collection

* Conversation data is transferred from individual customer instances to a centralized ServiceNow environment, which may involve third-party cloud providers such as Microsoft Azure.
* Data handling follows ServiceNow's internal policies and compliance frameworks.
* ServiceNow collects inputs, outputs, and user edits from the application to improve its AI technologies. Customers have the option to opt out of data collection at any time.  
The Conversation Improvement Themes application helps to transform Conversation Evaluators evaluations that are part of AI Control Tower into long-term performance insights by analyzing conversation quality data over time.

## Get started {#conv-impr-themes-landing__cf-app-landing-get-started}

|-|-|-|
| [ExploreLearn more about Conversation Improvement Themes](https://www.servicenow.com/docs/JEHkO~e2~mQ~HypjBDTO0Q "The Conversation Improvement Themes application helps to transform conversation evaluations into long-term performance insights.") | [ActivateActivate Conversation Improvement Themes](https://www.servicenow.com/docs/T0FMa6KzbcioAMeUOuqbag "Activate the Conversation Improvement Themes application to analyze conversation quality.") | [UseUse Conversation Improvement Themes](https://www.servicenow.com/docs/Q1JX2JJ1pDdfS2VregBoSA "View performance insights using the widgets in Conversation Improvement Themes.") |
| [ReferenceAdditional information about Conversation Improvement Themes](https://www.servicenow.com/docs/UYqPKRZtQhvPqdFPoU2LkQ "The following topics provide additional information about the features and properties installed with Conversation Improvement Themes.") |   |   |
[ ]

{#conv-impr-themes-landing__table_ok3_clg_ghc} Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#conv-impr-themes-landing__na-in-country-notice}
* Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#conv-impr-themes-landing__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#conv-impr-themes-landing__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
{#conv-impr-themes-landing__ul_j3b_4vd_wcc}

## AI limitations {#conv-impr-themes-landing__id_mpg_qgn_xyb}

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#conv-impr-themes-landing__p_kv2_nfg_h1c}

## Data processing {#conv-impr-themes-landing__id_w3h_qgn_xyb}

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#conv-impr-themes-landing__p_lv2_nfg_h1c}

## Data collection {#conv-impr-themes-landing__id_qcq_4gn_xyb}

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/DzGSpaSodzXHT~j43IafOw "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").{#conv-impr-themes-landing__p_jv2_nfg_h1c}

For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/gtFvwZPPzd_OqzCJiNJYgw "Take advantage of artificial intelligence-based tools to prioritize and automate routine tasks,  detect major incidents, and surface insights.").{#conv-impr-themes-landing__p_pv2_nfg_h1d}