--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-yokohama-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3by bundleId : - delta3by --- # Combined Conversation Insights release notes for upgrades from Yokohama to Brazil # Combined Conversation Insights release notes for upgrades from Yokohama to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Yokohama to Brazil This consolidated release notes document provides ServiceNow customers with a comprehensive view of Conversation Insights updates from the Yokohama release through to the Brazil release. It is designed to assist customers in preparing for upgrades by summarizing new features, changes, removals, deprecations, and activation information across these releases. Notably, there are no new updates or changes for the Australia and Brazil releases themselves, with key features primarily introduced in the Yokohama and Zurich releases. Show full answer Show less ## Key Features * **Inferred CSAT Score:** Introduced in Yokohama and Zurich, this AI-driven feature estimates customer satisfaction (CSAT) scores in real time by analyzing the entire conversation sequence. * **CSAT Factors for Explainability:** Several factors contribute to explaining the Inferred CSAT score: Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, and Transfers and Escalations. * **AI Agent Analytics Dashboard:** This dashboard includes visualizations that display Inferred CSAT scores and their underlying factors by default, enabling enhanced conversational analytics. * **Conversation Insights Table Integration:** The Conversation Insights \[snaciinsights\] table is linked to the Conversation \[syscsconversation\] table, allowing customers to build adhoc dashboards and workflows for conversational analytics applications. ## Upgrade Preparation and Activation * **Pre- and Post-Upgrade Tasks:** Customers should review and complete any necessary tasks before and after upgrading to the Brazil release to ensure smooth transition, although no specific new tasks were introduced for Brazil. * **Activation:** Conversation Insights must be installed by requesting it from the ServiceNow Store. Customers can view available apps and submit requests through the ServiceNow Store website. ## Additional Notes * No removals, deprecations, changes, additional requirements, browser requirements, accessibility, or localization updates were introduced between Yokohama and Brazil releases for Conversation Insights. * If no updates were released for a specific version, this is explicitly noted to aid clarity during upgrade planning. ## Practical Benefits for ServiceNow Customers By leveraging the Inferred CSAT framework and integrated analytics capabilities, customers can gain real-time, AI-powered insights into conversation quality and customer satisfaction. This supports data-driven decision making and enhances the ability to monitor and improve agent performance and customer experience through customizable dashboards and workflows. Consolidated page of all release notes for Conversation Insights from Yokohama to Brazil. ## 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 Yokohama to Brazil. 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 Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-conversationinsights-summary__entry__2} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Conversation Insights. {#dfrn3-conversationinsights-summary__entry__12} | Release | Release notes | |-|-| | Yokohama | [Inferred CSAT](https://www.servicenow.com/docs/access?context=exploring-conversation-insights&family=yokohama&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=yokohama&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=yokohama&ft:locale=en-US) : The AI Agent Analytics dashboard includes visualizations with Inferred CSAT scores and factors by default. | | 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. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Conversation Insights features. {#dfrn3-conversationinsights-summary__entry__22} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Conversation Insights features or functionality were removed. {#dfrn3-conversationinsights-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Conversation Insights features or functionality were deprecated. {#dfrn3-conversationinsights-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Conversation Insights. {#dfrn3-conversationinsights-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | 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=yokohama&ft:locale=en-US). Important: Conversation Insights is available in the ServiceNow Store. For details, see the "Activation information" section of these 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. | | Brazil | 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__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__72} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__82} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__92} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__102} | Release | Release notes | |-|-| | Yokohama | * 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=yokohama&ft:locale=en-US) for more information. | | 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. | | Brazil | No updates for this release. | [ ]