---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/intelligent-experiences

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Conversation Insights

# Conversation Insights {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

The ServiceNow® Conversation Insights application is designed to deliver Inferred customer satisfaction (CSAT) scores, with underlying factors that can help improve CSAT actionability.

## Get started {#conversation-insights__cf-app-landing-get-started}

Get started with Conversation Insights to integrate Inferred CSAT scores and factors into your analytics dashboard.

|-|-|-|
| [ExploreLearn more about Conversation Insights](https://servicenow-prod.fluidtopics.net/Ep7JCRSrKOxyfN08SEt2Gg "Learn how Conversation Insights can help you to augment conversation insights with AI-based Inferred customer satisfaction (CSAT) scores and factors.") | [InstallInstall Conversation Insights](https://servicenow-prod.fluidtopics.net/oqX_k_mH~shxYkMBhYSRfg "If you have the admin role, you can install the Conversation Insights application (sn_aci).The application includes demo data and installs related ServiceNow Store applications and plugins, if they aren’t already installed.") | [ReferenceAdditional information about Conversation Insights](https://servicenow-prod.fluidtopics.net/KBj1C9fCJJtJa7vNJVVrpQ "The following topics provide additional information about the features and properties installed with Conversation Insights.") |
[ ]

{#conversation-insights__table_u4v_4y5_xfc} <br />

## AI limitations {#conversation-insights__id_mpg_qgn_xyb}

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#conversation-insights__p_kv2_nfg_h1c}

## Data processing {#conversation-insights__id_w3h_qgn_xyb}

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#conversation-insights__p_lv2_nfg_h1c}

## Data collection {#conversation-insights__id_qcq_4gn_xyb}

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://servicenow-prod.fluidtopics.net/CYrH0jkNJre0wSMvzchHRA "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").{#conversation-insights__p_jv2_nfg_h1c}