Conversation Improvement Themes release notes
The ServiceNow® Conversation Improvement Themes application transforms conversation evaluations from AI Control Tower into long-term performance insights by analyzing conversation quality data over time. Conversation Improvement Themes is a new application in the Zurich release.
About Conversation Improvement Themes
- 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 for more information.
Activation and other requirements
- Activation information
Install Conversation Improvement Themes 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
The ServiceNow® Conversation Improvement Themes application transforms conversation evaluations from AI Control Tower into long-term performance insights by analyzing conversation quality data over time. Conversation Improvement Themes is a new application in the Zurich release.
What's new
- Determine effective and ineffective conversations
- Analyze conversation quality data over time and classify them into effective and ineffective conversations.
- Categorize conversations into themes
- Identify recurring patterns linked to low or high conversation quality and categorize user requests into actionable themes.