--- sourceDocument: yokohama Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/delta-xanadu-yokohama Release : - yokohama ft:locale : - en-US ft:publication_title : - yokohama Combined Product Files ft:clusterId : - delta3yx bundleId : - delta3yx --- # Combined Conversation Insights release notes for upgrades from Xanadu to Yokohama # Combined Conversation Insights release notes for upgrades from Xanadu to Yokohama {#ariaid-title1} Release version: Yokohama 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 Xanadu to Yokohama This consolidated release notes page helps ServiceNow customers prepare for upgrading Conversation Insights from the Xanadu release family to Yokohama. It summarizes new features, changes, activation details, and other relevant information for this upgrade path, focusing on practical insights to enhance conversational analytics capabilities. Show full answer Show less ## New Features * **Inferred CSAT:** A new AI-driven feature that estimates customer satisfaction (CSAT) scores in real time by analyzing the entire conversation sequence. * **CSAT Factors:** Provides explainability for the Inferred CSAT scores through underlying factors such as Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, Transfers, and Escalations. * **AI Agent Analytics Dashboard:** Now includes visualizations of Inferred CSAT scores and associated factors by default, enabling deeper insights into agent-customer interactions. ## Changes, Removals, and Deprecations There are no updates, removals, or deprecations for Conversation Insights features between Xanadu and Yokohama. Existing functionality remains supported without modification. ## Activation and Installation Conversation Insights in Yokohama must be installed by requesting it through the ServiceNow Store. Customers can browse available apps and manage requests via the Store interface. This ensures streamlined access to the latest Conversation Insights capabilities. ## Additional Requirements and Compatibility There are no new additional requirements, browser compatibility changes, accessibility updates, localization considerations, or highlight information introduced with this release. ## Practical Application for ServiceNow Customers With Yokohama, customers can augment their conversations with AI-driven insights based on Inferred CSAT scores. The explainability factors enable teams to understand drivers of customer satisfaction, facilitating targeted improvements in service quality. By leveraging the Conversation Insights \[snaciinsights\] table linked to the Conversation \[syscsconversation\] table, customers can create custom dashboards and workflows tailored to their conversational analytics needs, enhancing operational effectiveness and customer experience management. Consolidated page of all release notes for Conversation Insights from Xanadu to Yokohama. ## 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 Xanadu to Yokohama. 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 Yokohama Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-conversationinsights-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## New features Between your current release family and Yokohama, new features were introduced for Conversation Insights. {#dfrn3-conversationinsights-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Inferred CSAT](https://www.servicenow.com/docs/access?context=exploring-conversation-insights&family=yokohama&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=yokohama&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=yokohama&ft:locale=en-US) : The AI Agent Analytics dashboard includes visualizations with Inferred CSAT scores and factors by default. | [ ] ## Changes Between your current release family and Yokohama, some changes were made to existing Conversation Insights features. {#dfrn3-conversationinsights-summary__entry__14} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Removed Between your current release family and Yokohama, some Conversation Insights features or functionality were removed. {#dfrn3-conversationinsights-summary__entry__20} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Deprecations Between your current release family and Yokohama, some Conversation Insights features or functionality were deprecated. {#dfrn3-conversationinsights-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Activation information Review information on how to activate Conversation Insights. {#dfrn3-conversationinsights-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | 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=yokohama&ft:locale=en-US). Important: Conversation Insights is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Conversation Insights we have noted them here. {#dfrn3-conversationinsights-summary__entry__38} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | 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__44} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | 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__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | 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__56} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | 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__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | 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](https://www.servicenow.com/docs/access?context=conversation-insights&family=yokohama&ft:locale=en-US) for more information. | [ ]