Combined Conversation Improvement Themes release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 3 minutes to read
    • Summarize
    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 guide assists ServiceNow customers in preparing for upgrades of the Conversation Improvement Themes feature from the Zurich release family to the Australia release. It compiles key information about new features, changes, activation, and other relevant considerations to streamline the upgrade process.

    Show full answer Show less

    New Features

    • Zurich Release: Introduced the ability to determine effective and ineffective conversations by analyzing conversation quality data over time.
    • Enabled categorization of conversations into actionable themes by identifying recurring patterns linked to conversation quality.
    • Australia Release: No new features were added beyond those introduced in Zurich.

    Changes, Removals, and Deprecations

    • No changes, removals, or deprecations occurred in Conversation Improvement Themes between Zurich and Australia releases.

    Activation and Installation

    To activate Conversation Improvement Themes, customers must request installation via the ServiceNow Store. The Store provides comprehensive app information, request submission guidance, and cumulative release notes for all released apps.

    Additional Requirements and Compatibility

    • No new additional requirements or browser requirements were introduced for Conversation Improvement Themes between Zurich and Australia.
    • There were no updates related to accessibility, localization, or highlight considerations in this upgrade path.

    Highlighted Functionality in Zurich

    The Zurich release enhanced theme detection by utilizing a domain-specific large language model (LLM) framework. This automated classification tags Knowledge Base articles, catalog items, Virtual Agent topics, and agents into thematic groups. It also provides thematic insights by analyzing the underlying themes associated with good and poor-quality conversations, helping customers compare themes that lead to varying conversation outcomes.

    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.

    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.

    Release Release notes

    Zurich
    Determine effective and ineffective conversations
    Analyze conversation quality data over time and classify them into effective and ineffective conversations.
    Categorize conversations into themes
    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.

    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.

    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.

    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.

    Release Release notes

    Zurich

    Install Conversation Improvement Themes by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

    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.

    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.

    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.

    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.

    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.

    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 for more information.

    Australia

    		 No updates for this release.