Combined Conversation Insights release notes for upgrades from Yokohama to Zurich

zurich Combined Product Files

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zurich Combined Product Files

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Combined Conversation Insights release notes for upgrades from Yokohama to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Conversation Insights Release Notes for Upgrades from Yokohama to Zurich

This consolidated release notes document assists ServiceNow customers in preparing for upgrades of Conversation Insights from the Yokohama release to Zurich. It summarizes new features, changes, activation details, and important considerations related to these releases. If no updates were made in a particular release, this is explicitly noted.

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New Features

Inferred CSAT Score: Introduced in both Yokohama and continued in Zurich, this feature uses AI to compute an estimated Customer Satisfaction (CSAT) score in real time by analyzing the full conversation sequence.
CSAT Factors for Explainability: The Inferred CSAT score is explained through several underlying factors such as Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, Transfers, and Escalations, helping users understand the drivers behind the score.
AI Agent Analytics Dashboard: This dashboard includes visualizations of Inferred CSAT scores and their factors by default, enabling enhanced conversational analytics and agent performance insights.

Changes, Removals, and Deprecations

No changes, removals, or deprecations to Conversation Insights features were introduced between the Yokohama and Zurich releases.

Activation and Installation

Conversation Insights can be installed by requesting the app from the ServiceNow Store. Customers can visit the ServiceNow Store website to view available apps and submit installation requests. The ServiceNow Store version history provides cumulative release notes for all released apps.

Additional Requirements and Compatibility

There were no updates or changes to additional requirements, browser compatibility, accessibility, or localization considerations for Conversation Insights between Yokohama and Zurich.

Practical Use and Benefits for ServiceNow Customers

By leveraging the Inferred CSAT framework and Conversation Insights data—specifically the snaciinsights table linked to the Conversation syscsconversation table—customers can create custom dashboards and workflows tailored to their conversational analytics needs. This empowers organizations to augment customer conversations with AI-driven insights, leading to better understanding of customer satisfaction, agent performance, and overall conversation quality in real time.

Consolidated page of all release notes for Conversation Insights from Yokohama to Zurich.

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 Zurich.

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 Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for Conversation Insights.


Release	Release notes
Yokohama	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.
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.

Changes

Between your current release family and Zurich, some changes were made to existing Conversation Insights features.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Conversation Insights features or functionality were removed.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Conversation Insights features or functionality were deprecated.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Conversation Insights.


Release	Release notes
Yokohama	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.
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.

Additional requirements

If any additional requirements were introduced or changed for Conversation Insights we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	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
Yokohama	No updates for this release.
Zurich	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
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for Conversation Insights we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Conversation Insights we have noted them here.


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 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 for more information.