---
sourceDocument: Zurich Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Conversation Improvement Themes release notes

# Conversation Improvement Themes release notes {#ariaid-title1}

Release version: Zurich  
Updated November 20, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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 {#conv-impr-themes-rn__conv-impr-themes-rn-highlights}

* 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.
{#conv-impr-themes-rn__ul_npr_b3g_jhc}

See [Conversation Improvement Themes](https://www.servicenow.com/docs/access?context=conv-impr-themes-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) for more information.{#conv-impr-themes-rn__conv-impr-themes-rn-highlights-2}

## Activation and other requirements

Important:  
Conversation Improvement Themes is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

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/r/store-release-notes/sn-store-release-notes.html).{#conv-impr-themes-rn__conv-impr-themes-rn-activation-1}

## Zurich {#ariaid-title2}

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 {#conv-impr-themes-rn-release__conv-impr-themes-rn-new-features}

[Determine effective and ineffective conversations](https://www.servicenow.com/docs/access?context=conv-impr-themes-use&version=zurich&pubname=zurich-intelligent-experiences&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&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
:   Identify recurring patterns linked to low or high conversation quality and categorize user requests into actionable themes.
{#conv-impr-themes-rn-release__conv-impr-themes-rn-new-features-1}