Conversation Improvement Themes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 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 Conversation Improvement Themes

    The Conversation Improvement Themes application enhances the value of Conversation Evaluator assessments within AI Control Tower by transforming evaluation data into actionable, long-term performance insights through analysis of conversation quality trends over time.

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    Key Features

    • Integration with Conversation Evaluators: Utilizes evaluation data to identify improvement opportunities in conversations.
    • AI and Machine Learning Powered Analysis: Applies evolving AI techniques to detect patterns and generate insights from conversation data.
    • Centralized Data Processing: Transfers data from individual ServiceNow instances to a centralized environment, potentially hosted by third-party cloud providers like Microsoft Azure, following ServiceNow’s compliance policies.
    • Data Collection and Privacy Controls: Collects inputs, outputs, and output edits to improve ServiceNow AI technologies, with options for customers to opt out of data collection.
    • Model Provider and Feature Availability: Availability of AI models and features varies by region, SKU, and data center compliance standards such as FedRAMP, NSC DOD IL5, and Australia IRAP-Protected environments.
    • AI Usage Considerations: Emphasizes the necessity of human oversight, testing, and evaluation to ensure accuracy and appropriateness, especially in critical domains like healthcare, finance, legal, and security.

    Important Considerations for Customers

    • Check current AI model provider availability and feature support for your region and data center environment before activation.
    • Understand that AI outputs may not always be fully accurate or suitable; human validation is essential.
    • Comply with ServiceNow’s AI Acceptable Use Policy when deploying the application.
    • Be aware that data used by the application may be processed outside your instance’s data center region and possibly by third-party cloud providers under ServiceNow’s compliance framework.
    • Customers can opt out of data collection to limit usage of their input and output data for ServiceNow model improvements.

    The Conversation Improvement Themes application helps to transform Conversation Evaluators evaluations that are part of AI Control Tower into long-term performance insights by analyzing conversation quality data over time.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.