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

  • Release version: Zurich
  • 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 Yokohama to Zurich

    This consolidated document provides ServiceNow customers with all relevant release notes for Conversation Improvement Themes from the Yokohama release through to the Zurich release. It is designed to help you understand new features, changes, and activation instructions when upgrading your ServiceNow instance for Conversation Improvement Themes.

    Show full answer Show less

    New Features

    • Effective and Ineffective Conversation Analysis: In the Zurich release, you can analyze conversation quality data over time, classifying conversations into effective and ineffective categories to better understand user interactions.
    • Conversation Theme Categorization: Zurich introduces the ability to identify recurring patterns linked to conversation quality, categorizing user requests into actionable themes for targeted improvements.
    • Automated Theme Detection with LLM: Zurich leverages a domain-specific large language model (LLM) theme classification framework to automatically tag Knowledge Base articles, catalog items, Virtual Agent topics, and agents, enabling thematic insights.
    • Thematic Insights and Comparison: Breakdown of poor and good-quality conversations into top underlying themes and comparison of themes based on their impact on conversation quality.

    Changes, Removals, and Deprecations

    There are no changes, removals, or deprecations to Conversation Improvement Themes features between Yokohama and Zurich.

    Activation Information

    To activate Conversation Improvement Themes in Zurich, you must request installation from the ServiceNow Store. This centralized approach ensures you have access to the latest version of the app. For ongoing updates, refer to the ServiceNow Store version history release notes.

    Additional Requirements and Browser Compatibility

    No new additional requirements or browser compatibility changes have been introduced between Yokohama and Zurich for Conversation Improvement Themes.

    Accessibility, Localization, and Highlight Information

    There are no updates regarding accessibility, localization, or highlight considerations for Conversation Improvement Themes between Yokohama and Zurich.

    Practical Impact for ServiceNow Customers

    Upgrading to Zurich enables you to gain deeper insights into your Virtual Agent and conversational data by classifying conversations by quality and themes. The automated theme detection powered by a large language model facilitates more efficient tagging and analysis, helping you identify key issues and opportunities for improving user experiences. Activation through the ServiceNow Store ensures you deploy the latest capabilities smoothly.

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

    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 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 Improvement Themes 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 Improvement Themes.

    Release Release notes

    Yokohama

    		 No updates for this release.

    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.

    Changes

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

    Release Release notes

    Yokohama

    		 No updates for this release.

    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.

    Additional requirements

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

    Release Release notes

    Yokohama

    		 No updates for this release.

    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.