Legal teams often face a flood of incoming general legal requests—some urgent, some routine, and many requiring careful categorization before action. ServiceNow’s new Triage Legal Requests Agentic Workflow, released in May 2025, brings AI-powered automation to this process, helping legal teams triage requests faster, more accurately, and with less manual effort.
⚠️ Note: To use this workflow, customers must be entitled to Now Assist for Legal Service Delivery (LSD) or Now Assist Enterprise.
What Is the Triage Legal Requests Agentic Workflow?
This agentic workflow is designed to automatically analyze general legal requests, predict the appropriate legal category, and initiate a transfer—all with confirmation from a legal fulfiller or group manager. It’s powered by Now Assist for LSD and leverages multiple AI agents to streamline the triage process. Watch this webinar recording of the Triage Legal Request agent.
The Now Assist panel in the Legal Counsel Center lists the requests that the AI triaged.
Why It Matters
Manual triage of legal requests can be time-consuming and error-prone. The agentic workflow reduces this burden by:
- Accelerating request handling through predictive categorization
- Improving accuracy with AI-driven analysis of request descriptions
- Reducing manual effort for legal fulfillers and managers
- Enhancing consistency in how legal requests are routed and resolved
Key Roles and Capabilities
To use the workflow effectively, the following roles and components are involved:
- Legal Fulfiller or Group Manager: Reviews AI predictions and confirms transfers
- Now Assist Panel User Role: Required to view and interact with the agentic workflow conversation
- AI Agents:
- Record Management Agent: Extracts request details
- Record Field Value Prediction Agent: Predicts the legal category
- Transfer Legal Request Agent: Initiates the transfer upon confirmation
The AI agent lists the predicted category and asks for confirmation which can be configured
How It Works
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Trigger Conditions:
- A general legal request is submitted with an assignment rule
- The “Assigned to” field is updated for a general legal request
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Agentic Workflow Conversation:
- Appears in the Now Assist panel
- Shows predicted legal category and options to confirm or reject the transfer
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Transfer Process:
- If confirmed, the original request is canceled and a new one is created under the predicted category
- If rejected, the request remains unchanged and the agentic conversation is closed
Get Started
- Ensure your organization is licensed for Now Assist for LSD or Now Assist Enterprise
- Follow the instructions in the product documentation
