Conversation Insights release notes
The ServiceNow® Conversation Insights application delivers Inferred customer satisfaction (CSAT) scores, with underlying factors that improve CSAT actionability. Conversation Insights is a new application in the Zurich release.
Conversation Insights highlights for the Zurich release
- 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.
Important:
Conversation Insights is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Conversation Insights features
- 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.
Activation information
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.