Combined Conversation Insights release notes for upgrades from Xanadu to Zurich

zurich Combined Product Files

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zurich Combined Product Files

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Combined Conversation Insights release notes for upgrades from Xanadu to Zurich

Release version: Zurich

Updated July 20, 2026

4 minutes to read

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Summary of Combined Conversation Insights Release Notes for Upgrades from Xanadu to Zurich

This consolidated release notes document provides ServiceNow customers with a comprehensive summary of Conversation Insights updates from the Xanadu release family through to Zurich. It is designed to assist customers in preparing for upgrades by outlining new features, important upgrade tasks, activation steps, and relevant considerations for each release.

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New Features

Inferred CSAT (Yokohama and Zurich): A real-time AI-driven estimated Customer Satisfaction (CSAT) score calculated by analyzing the entire conversation sequence. This enables better understanding of customer sentiment without manual survey input.
CSAT Factors: To explain the Inferred CSAT score, underlying factors are provided, including Resolution, Confusion, Effort, Empathy, Next Steps, Frustration, Transfers, and Escalations.
AI Agent Analytics Dashboard: Default visualizations now include Inferred CSAT scores and the related CSAT factors, helping teams analyze conversational quality and agent performance effectively.

Upgrade and Activation Information

Pre- and Post-Upgrade Tasks: Customers should review and complete any necessary tasks before and after upgrading to Zurich to ensure a smooth transition. No specific changes or removals affect Conversation Insights during this upgrade.
Activation: Conversation Insights must be installed by requesting the application via the ServiceNow Store. This applies from Yokohama onward.

Additional Considerations

No changes were made to browser requirements, accessibility, localization, or other technical prerequisites between Xanadu and Zurich for Conversation Insights.
No deprecations or removals of features were noted during this upgrade interval.

Practical Implications for ServiceNow Customers

With the introduction of Inferred CSAT and its explanatory factors, customers can now leverage AI to gain deeper insights into customer interactions automatically. This supports enhanced conversational analytics, enabling the creation of custom dashboards and workflows linked to conversation data via the Conversation Insights [snaciinsights] and Conversation [syscsconversation] tables. These capabilities help improve customer service quality and operational efficiency.

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.


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.


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.
Zurich	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 Zurich, some changes were made to existing Conversation Insights 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 Insights 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 Insights 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 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.
Zurich	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.
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.


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.


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.


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.


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.
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 for more information.