--- 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 Conversation Insights release notes for upgrades from Xanadu to Zurich # Combined Conversation Insights 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 Conversation Insights Release Notes for Upgrades from Xanadu to Zurich This consolidated document provides ServiceNow customers with comprehensive release notes for Conversation Insights covering upgrades from the Xanadu through to the Zurich release family. It highlights new features, changes, activation instructions, and important considerations to help you smoothly upgrade and leverage the capabilities of Conversation Insights in your ServiceNow environment. Show full answer Show less ## New Features * **Inferred CSAT (Customer Satisfaction) Score:** Introduced in the Yokohama release and continued in Zurich, this AI-driven feature estimates CSAT in real time by analyzing the entire conversation sequence. It enables you to gauge customer satisfaction automatically without manual surveys. * **CSAT Factors for Explainability:** The Inferred CSAT score is supported by detailed factors that provide insights into elements influencing customer satisfaction: * Resolution * Confusion * Effort * Empathy * Next Steps * Frustration * Transfers and Escalations * **AI Agent Analytics Dashboard:** This dashboard now includes visualizations based on Inferred CSAT scores and their underlying factors by default, allowing your team to track and analyze conversational performance effectively. ## Changes, Removed Features, and Deprecations There were no changes, removals, or deprecations in Conversation Insights features between Xanadu and Zurich releases. This stability ensures backward compatibility and consistent functionality throughout your upgrade. ## Activation Information To activate Conversation Insights, request installation from the ServiceNow Store. This applies to both Yokohama and Zurich releases. The app can be found in the ServiceNow Store, where you can also review version histories and release details to stay informed on updates and fixes. ## Additional Considerations * **Browser, Accessibility, and Localization:** There are no new or changed requirements related to browsers, accessibility compliance, or localization for Conversation Insights from Xanadu through Zurich. * **Upgrade Preparation:** It is recommended to review and complete any pre- and post-upgrade tasks outlined for Conversation Insights to ensure a smooth transition to Zurich. ## Practical Benefits for ServiceNow Customers * Automatically gain actionable insights into customer satisfaction through AI-powered Inferred CSAT scoring. * Use detailed CSAT factors for deeper understanding and explainability of customer experience metrics. * Leverage built-in dashboards to monitor agent performance and improve conversational outcomes. * Create custom dashboards and workflows by utilizing the Conversation Insights \[snaciinsights\] table linked to the Conversation \[syscsconversation\] table for tailored conversational analytics. Consolidated page of all release notes for Conversation Insights from Xanadu to Zurich. ## 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 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 Insights to Zurich Before you upgrade to Zurich, 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. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Conversation Insights. {#dfrn3-conversationinsights-summary__entry__10} | 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. | | Zurich | [Inferred CSAT](https://www.servicenow.com/docs/access?context=exploring-conversation-insights&family=zurich&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=zurich&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=zurich&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 Zurich, some changes were made to existing Conversation Insights features. {#dfrn3-conversationinsights-summary__entry__18} | 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 Insights features or functionality were removed. {#dfrn3-conversationinsights-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 Conversation Insights features or functionality were deprecated. {#dfrn3-conversationinsights-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 Conversation Insights. {#dfrn3-conversationinsights-summary__entry__42} | 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. | | Zurich | 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=zurich&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__50} | 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 Insights we have noted them here. {#dfrn3-conversationinsights-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 Conversation Insights, such as specific requirements or compliance levels. {#dfrn3-conversationinsights-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 Conversation Insights we have noted them here. {#dfrn3-conversationinsights-summary__entry__74} | 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 Insights we have noted them here. {#dfrn3-conversationinsights-summary__entry__82} | 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. | | Zurich | * 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=zurich&ft:locale=en-US) for more information. | [ ]