--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined Conversation Improvement Themes release notes for upgrades from Yokohama to Zurich # Combined Conversation Improvement Themes release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Improvement Themes release notes for upgrades from Yokohama to Zurich This consolidated release note provides ServiceNow customers with essential information on upgrading the Conversation Improvement Themes application from the Yokohama release to the Zurich release. It highlights new features, changes, activation steps, and important considerations to help customers effectively prepare for and implement the upgrade. Show full answer Show less ## Key Features Introduced in Zurich * **Conversation Quality Analysis:** Enables analysis of conversation quality data over time by classifying conversations into effective and ineffective categories, helping you measure and improve interaction outcomes. * **Theme Categorization:** Automatically identifies recurring patterns in conversations linked to conversation quality and categorizes user requests into actionable themes for targeted improvements. * **Automated Theme Detection with Large Language Models (LLM):** Utilizes a domain-specific LLM classification framework to tag Knowledge Base articles, catalog items, Virtual Agent topics, and agents into themes, facilitating thematic insights. * **Thematic Insights:** Breaks down poor and good-quality conversations into underlying themes, allowing comparison of themes based on their impact on conversation quality. ## Changes, Removals, and Deprecations There were no changes, removals, or deprecations to existing Conversation Improvement Themes features between Yokohama and Zurich releases. ## Activation and Installation To activate Conversation Improvement Themes in Zurich, you must request the application via the ServiceNow Store. This ensures access to the latest version and updates. For detailed steps and available apps, refer to the ServiceNow Store website and its version history release notes. ## Additional Considerations * **Pre- and Post-upgrade Tasks:** Customers should review and complete any recommended upgrade tasks to ensure smooth transition. * **Requirements and Compatibility:** No new additional requirements, browser specifications, accessibility, or localization changes were introduced between Yokohama and Zurich. ## Practical Benefits for ServiceNow Customers By upgrading to Zurich, customers gain advanced capabilities to evaluate conversation quality systematically and derive actionable themes that drive continuous improvements in Virtual Agent performance and user experience. The integration of LLM-based theme detection streamlines classification and insight generation, enhancing decision-making and operational efficiency. Consolidated page of all release notes for Conversation Improvement Themes from Yokohama 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 Yokohama 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. {#dfrn3-conversationimprovementthemes-summary__entry__2} | Release | Release notes | |-|-| | 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. {#dfrn3-conversationimprovementthemes-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [Determine effective and ineffective conversations](https://www.servicenow.com/docs/access?context=conv-impr-themes-use&family=zurich&ft:locale=en-US) : Analyze conversation quality data over time and classify them into effective and ineffective conversations. [Categorize conversations into themes](https://www.servicenow.com/docs/access?context=conv-impr-themes-use&family=zurich&ft:locale=en-US) : 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. {#dfrn3-conversationimprovementthemes-summary__entry__14} | Release | Release notes | |-|-| | 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. {#dfrn3-conversationimprovementthemes-summary__entry__20} | Release | Release notes | |-|-| | 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. {#dfrn3-conversationimprovementthemes-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Conversation Improvement Themes. {#dfrn3-conversationimprovementthemes-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Activation information : Install Conversation Improvement Themes 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 Improvement Themes 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 Improvement Themes we have noted them here. {#dfrn3-conversationimprovementthemes-summary__entry__38} | Release | Release notes | |-|-| | 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. {#dfrn3-conversationimprovementthemes-summary__entry__44} | Release | Release notes | |-|-| | 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. {#dfrn3-conversationimprovementthemes-summary__entry__50} | Release | Release notes | |-|-| | 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. {#dfrn3-conversationimprovementthemes-summary__entry__56} | Release | Release notes | |-|-| | 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. {#dfrn3-conversationimprovementthemes-summary__entry__62} | Release | Release notes | |-|-| | 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](https://www.servicenow.com/docs/access?context=conv-impr-themes-landing&family=zurich&ft:locale=en-US) for more information. | [ ]