--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Autonomous Workforce release notes for upgrades from Xanadu to Zurich # Combined Autonomous Workforce release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Autonomous Workforce Release Notes for Upgrades from Xanadu to Zurich This consolidated release note provides ServiceNow customers with essential information about upgrading Autonomous Workforce from the Xanadu release family through to the Zurich release. It highlights new features, changes, activation guidance, and important requirements to ensure a smooth upgrade process and enhanced AI-driven workforce automation capabilities. Show full answer Show less ## Important Upgrade Information * Review and complete any pre- and post-upgrade tasks before upgrading to Zurich. * Domain separation is **not supported** in the Zurich version of Autonomous Workforce. * Your instance must be running **Zurich Patch 10** to support the Autonomous Workforce upgrade. * To activate Autonomous Workforce, contact your ServiceNow account manager. ## New Features in Zurich * **Enhanced Routing Criteria:** Enables seamless hand-offs between AI specialists and human agents for work requiring additional oversight or specialized handling. * **Document Intelligence:** AI specialists can now interpret attachments like screenshots, PDFs, and error logs to generate more accurate responses. * **Customizable AI Persona:** Configure AI specialist's name, icon, role, and assignment group to align with your brand and control data/work access. * **Multiple Task Configurations:** Fine-tune AI specialist processes with pre-built tasks, routing behaviors, response templates, and knowledge sources without needing prompt engineering. * **Performance Monitoring:** Track AI specialist activity on every record it touches and measure performance across multiple metrics to evaluate value delivered. * **User-Based Work Assignment:** Automatically route work to AI specialists who confidently resolve requests; uncertain cases are escalated to human agents. ## Changes in Zurich * **Advanced Search Enabled by Default:** AI specialists now deliver richer, more relevant search results. * **Follow-up Metrics Added:** Performance dashboards include tracking of follow-ups required after AI specialist responses to identify areas for clearer guidance. ## Localization and Accessibility * AI specialists support **multiple languages** for user interactions, with varying fluency based on the underlying large language model. * No new accessibility or localization requirements were introduced in Zurich. ## Key Outcomes for ServiceNow Customers * Leverage AI specialists to autonomously resolve high-volume, low-effort tasks, improving team efficiency. * Maintain seamless collaboration between AI and human agents with configurable hand-offs ensuring work is handled by the best-suited resource. * Customize AI specialists per team, tailored to specific needs while using a unified AI foundation. * Benefit from AI specialists that learn and improve over time through tracking and feedback integration. Consolidated page of all release notes for Autonomous Workforce from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Autonomous Workforce release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu 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 Autonomous Workforce to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-autonomousworkforce-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | 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 Autonomous Workforce. {#dfrn3-autonomousworkforce-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Updated routing criteria configuration](https://www.servicenow.com/docs/access?context=modify-aiw-tasks-new&family=zurich&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. Document intelligence added to AI specialist : Add context to the work assigned to an AI specialist, allowing it to read attachments such as screenshots, PDFs, and error logs to generate responses. [Configurable profile for a unified AI persona](https://www.servicenow.com/docs/access?context=modify-aiw-profile&family=zurich&ft:locale=en-US) : Customize your AI specialist's name and icon to fit your brand, and decide on its role and assignment group to determine what data and work it can access. [Multiple task configurations for fine-tuning AI specialist processes](https://www.servicenow.com/docs/access?context=modify-aiw-tasks&family=zurich&ft:locale=en-US) : Configure pre-built tasks, adding your own routing behavior, response templates, search profiles, and knowledge sources, with no prompt engineering required. [AI specialist activity and performance monitoring](https://www.servicenow.com/docs/access?context=ai-workforce-ais-use&family=zurich&ft:locale=en-US) : Track every record your AI specialist touches and measure its performance to see the value it brings to your team across multiple metrics. [User-based work assignment](https://www.servicenow.com/docs/access?context=create-assign-rules-aiw&family=zurich&ft:locale=en-US) : Create assignment rules to automatically route work to your AI specialist for triage and resolution. It only acts on requests it's confident it can resolve, proposing a solution directly. Anything less certain gets handed off to a human agent. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Autonomous Workforce features. {#dfrn3-autonomousworkforce-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Advanced search turned on by default : See more richer and more relevant results to searches performed by the AI specialist. Follow-up metric added to AI specialist performance dashboard : Monitor where requests stall and where guidance can be clearer by tracking the follow-ups necessary after an initial response by the AI specialist. | [ ] ## Removed Between your current release family and Zurich, some Autonomous Workforce features or functionality were removed. {#dfrn3-autonomousworkforce-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Autonomous Workforce features or functionality were deprecated. {#dfrn3-autonomousworkforce-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Autonomous Workforce. {#dfrn3-autonomousworkforce-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Contact your ServiceNow account manager to get started with Autonomous Workforce. Note: Domain separation is [not supported](https://www.servicenow.com/docs/access?context=domain-separation-aiw&family=zurich&ft:locale=en-US) on this version of Autonomous Workforce. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Autonomous Workforce we have noted them here. {#dfrn3-autonomousworkforce-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Additional requirements : Your instance must be on Zurich Patch 10. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Autonomous Workforce we have noted them here. {#dfrn3-autonomousworkforce-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Autonomous Workforce, such as specific requirements or compliance levels. {#dfrn3-autonomousworkforce-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Autonomous Workforce we have noted them here. {#dfrn3-autonomousworkforce-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Localization information : AI specialist supports multiple languages for user interaction. Because language detection and generation are based on an underlying large language model, not all languages have the same level of fluency. See [Multilingual support for AI specialists](https://www.servicenow.com/docs/access?context=lang-support-aiw&family=zurich&ft:locale=en-US) for more information. | [ ] ## Highlight information If there are specific highlight considerations for Autonomous Workforce we have noted them here. {#dfrn3-autonomousworkforce-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | * Support your team's efficiency with AI specialists that autonomously resolve high-volume, low-effort tasks and knows when to hand things off for anything outside its scope. * Resolve requests across multiple channels with a single, unified AI persona for all requestor communication. * Deploy an AI specialist to every team based on the same foundation, then customize the configuration of each one to fit that team's specific needs. * Equip your team with an AI specialist that improves with use, learning from its own track record and your feedback to handle future requests more effectively. See [Autonomous Workforce](https://www.servicenow.com/docs/access?context=ai-workforce&family=zurich&ft:locale=en-US) for more information. | [ ]