Combined Conversation Insights release notes for upgrades from Xanadu to Yokohama

  • Release version: Yokohama
  • Updated July 20, 2026
  • 3 minutes to read
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    Summary of Combined Conversation Insights Release Notes for Upgrades from Xanadu to Yokohama

    This consolidated release notes summary assists ServiceNow customers in preparing for upgrades of Conversation Insights from the Xanadu to Yokohama release family. It highlights new features, changes, activation instructions, and important upgrade considerations to ensure a smooth transition and effective use of the latest capabilities.

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    Key Features

    • Inferred CSAT: A new AI-driven feature introduced in Yokohama that provides real-time estimated customer satisfaction (CSAT) scores by analyzing the entire conversation sequence.
    • CSAT Factors: These factors—Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, Transfers, and Escalations—offer explainability to the Inferred CSAT score, enabling deeper insights into customer interactions.
    • AI Agent Analytics Dashboard: Now includes visualizations of Inferred CSAT scores and the associated factors by default, enhancing analytics and reporting capabilities.

    Upgrade and Activation Guidance

    • Pre- and Post-Upgrade Tasks: Review and complete necessary tasks before upgrading to Yokohama to ensure compatibility and optimal performance.
    • Activation: Install Conversation Insights by requesting it via the ServiceNow Store. This centralized approach simplifies deployment and access to the latest application versions.

    Additional Information

    • No changes, removals, or deprecations occurred between Xanadu and Yokohama releases for Conversation Insights.
    • There are no new additional requirements, browser specifications, accessibility, or localization updates for this upgrade.
    • Leverage the Inferred CSAT framework linked through the Conversation Insights [snaciinsights] table to the Conversation [syscsconversation] table to build custom dashboards and workflows for enhanced conversational analytics applications.

    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.

    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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Changes

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

    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.

    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.

    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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Additional requirements

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

    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.

    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.

    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.

    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.

    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 for more information.