--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Conversation Insights release notes for upgrades from Zurich to Brazil # Combined Conversation Insights release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil 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 Brazil This consolidated release notes document guides ServiceNow customers upgrading their Conversation Insights application from the Zurich release family to Brazil. It summarizes new features, changes, activation processes, and key considerations to help prepare for and manage the upgrade effectively. Show full answer Show less ## New Features * **Inferred CSAT (Zurich Release)**: Introduced AI-driven real-time estimation of Customer Satisfaction (CSAT) scores by analyzing the full conversation sequence. * **CSAT Factors for Explainability**: Provides detailed insights into the Inferred CSAT score based on factors such as Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, Transfers, and Escalations. * **AI Agent Analytics Dashboard**: Enhanced dashboard visualizations now include Inferred CSAT scores and their explanatory factors by default, enabling better conversational analytics and performance tracking. No new features were introduced in the Australia or Brazil releases beyond those initially added in Zurich. ## Changes, Removals, and Deprecations There are no changes, removals, or deprecations to Conversation Insights features between Zurich and Brazil releases. Customers can expect feature consistency across this upgrade path. ## Activation Information Conversation Insights must be installed by requesting the application from the ServiceNow Store. Customers should visit the ServiceNow Store website to access the app, view version history, and submit installation requests as needed. This process applies consistently across all releases. ## Additional Considerations * No updates or new requirements related to browser compatibility, accessibility, localization, or highlight information were introduced from Zurich through Brazil. * The Inferred CSAT framework is designed to augment conversations with AI-driven insights, linked via the Conversation Insights \[snaciinsights\] table to the Conversation \[syscsconversation\] table. This linkage enables custom dashboards and workflows for advanced conversational analytics. ## Practical Benefits for ServiceNow Customers By upgrading to Brazil, customers retain the advanced AI features introduced in Zurich, particularly the Inferred CSAT scoring and explainability factors, enhancing their ability to measure and understand customer satisfaction from conversations. The integrated AI Agent Analytics dashboard supports data-driven decision making and workflow automation. The stable feature set and clear activation path simplify upgrade planning and deployment. Consolidated page of all release notes for Conversation Insights from Zurich 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 Zurich 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 | |-|-| | 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__10} | 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. | | 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__18} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__34} | Release | Release notes | |-|-| | 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__42} | 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. | | 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__50} | Release | Release notes | |-|-| | 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__58} | Release | Release notes | |-|-| | 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__66} | Release | Release notes | |-|-| | 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__74} | Release | Release notes | |-|-| | 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__82} | 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. | | Brazil | No updates for this release. | [ ]