---
sourceDocument: Store Version History Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes

 Release :

    - store

ft:locale :

    - en-US

ft:publication_title :

    - Store Version History Release Notes

ft:clusterId :

    - rnst

bundleId :

    - rnst


---

# Customer Service NLU Model for Virtual Agent Conversations release notes

# Customer Service NLU Model for Virtual Agent Conversations release notes {#ariaid-title1}

Release version: Store  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Version history for the ServiceNow®
Customer Service NLU Model for Virtual Agent Conversations application on the ServiceNow Store.
Important:  
For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website.

Version 1.0.5 - March 2026
:
    * Virtual agents fail when they can't understand what customers are actually saying. Customer Service NLU Model for Virtual Agent Conversations brings pre-built natural language understanding models purpose-built for customer service interactions, enabling virtual agents to accurately interpret customer intent and respond meaningfully --- without extensive training or configuration.
    * Built natively on ServiceNow, the NLU models integrate directly with Virtual Agent to improve intent recognition across common customer service scenarios. Teams get accurate, out-of-the-box language understanding tuned for CSM use cases, reducing the time and effort typically required to train custom NLU models from scratch.
    * Organizations deploying Virtual Agent see faster deflection of routine inquiries, reduced live agent escalations, and improved customer satisfaction.
    {#store-rn-csm-customer-service-nlu-model-va-conversations__ul_tq5_hqx_l3c}