Combined Conversation Insights release notes for upgrades from Zurich to Australia

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.

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.

Release	Release notes
Zurich	Inferred CSAT Inferred CSAT provides an estimated score computed using AI in real time by analyzing the entire sequence of the conversation. CSAT factors 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 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.

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.

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.

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.

Release	Release notes
Zurich	Install Conversation Insights 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 Insights 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 Insights 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 Insights, 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 Insights 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 Insights we have noted them here.

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 for more information.
Australia	No updates for this release.