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

  • Release version: Zurich
  • Updated July 20, 2026
  • 3 minutes to read
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    Summary of Combined Conversation Improvement Themes release notes for upgrades from Xanadu to Zurich

    This consolidated release notes page provides ServiceNow customers with a comprehensive overview of updates related to Conversation Improvement Themes from the Xanadu through Zurich releases. It is designed to assist customers in preparing for upgrades by summarizing new features, changes, and activation details relevant to these releases.

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    New Features

    • Determine effective and ineffective conversations: Analyze conversation quality data over time and classify conversations into effective or ineffective categories.
    • Categorize conversations into themes: Identify recurring patterns associated with conversation quality and categorize user requests into actionable themes.
    • Automated theme detection: Utilize a domain-specific large language model (LLM) to classify and tag Knowledge Base articles, catalog items, Virtual Agent topics, and agents into relevant themes.
    • Thematic insights: Gain insights by breaking down good and poor-quality conversations into top underlying themes and compare themes to understand their impact on conversation quality.

    Changes, Removals, and Deprecations

    There were no changes, removals, or deprecations in Conversation Improvement Themes features between the Xanadu and Zurich releases.

    Activation and Installation

    To activate Conversation Improvement Themes in the Zurich release, request installation through the ServiceNow Store. The ServiceNow Store provides access to all available apps and submission processes. Customers should refer to the ServiceNow Store version history for cumulative release notes on all released apps.

    Additional Considerations

    • Pre- and post-upgrade tasks: Customers should review and complete any necessary tasks related to the upgrade, though no specific tasks are noted for these releases.
    • Browser, accessibility, localization, and highlight information: No updates or requirements were introduced in these areas between Xanadu and Zurich.

    Key Outcomes

    By upgrading to Zurich, ServiceNow customers can expect enhanced capabilities to analyze and improve conversation quality through effective classification and thematic analysis. These features enable actionable insights that help improve user interactions with Virtual Agent and related components, ultimately supporting better service outcomes.

    Consolidated page of all release notes for Conversation Improvement Themes from Xanadu 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 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 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

    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 Conversation Improvement Themes.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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

    Xanadu

    		 No updates for this release.

    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

    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 Conversation Improvement Themes features or functionality were deprecated.

    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 Conversation Improvement Themes.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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

    Xanadu

    		 No updates for this release.

    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

    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 Conversation Improvement Themes, such as specific requirements or compliance levels.

    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 Conversation Improvement Themes we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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

    Xanadu

    		 No updates for this release.

    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.