---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management

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    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

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workflow :

    - Employee


---

# ServiceNow Otto for Legal Service Delivery (LSD)

# ServiceNow Otto for Legal Service Delivery (LSD) {#ariaid-title1}

* Release version: Yokohama
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of ServiceNow Otto for Legal Service Delivery (LSD)

ServiceNow Otto for Legal Service Delivery (LSD) is an application designed to assist legal teams by summarizing legal requests or matters, providing contextual understanding, refreshing summaries, and posting them to work notes.
It also features Q\&A Genius Results, which generate actionable answers derived from Knowledge article searches.
While leveraging advanced AI technologies, the application does not provide legal or professional advice and does not establish attorney-client relationships.
Customers remain responsible for decisions based on the outputs.
Show full answer Show less  

## Key Features

* **Summarization:** Automatically create and update summaries of legal requests or matters to streamline case understanding and documentation.
* **Q\&A Genius Results:** Generate actionable answers from searches within legal Knowledge articles to enhance information retrieval.
* **Agentic Workflows:** Utilize Now Assist workflows specifically tailored for legal service delivery to improve process automation and efficiency.
* **Configuration and Use:** Enables customers to configure and deploy generative AI capabilities within their legal service workflows.

## Important Considerations

* Availability of AI model providers and Now Assist features may vary by region or data center restrictions, including limited access in regulated markets and certain government environments.
* AI-generated outputs must be carefully evaluated for accuracy and appropriateness; human oversight is essential, especially in high-impact areas such as legal services.
* ServiceNow collects and uses data inputs, outputs, and edits to improve AI models; customers can opt out of data collection as described in the documentation.
* Data processing may involve transferring data to centralized ServiceNow environments or third-party cloud providers, following strict internal policies and compliance controls.
* Customers must comply with ServiceNow's AI Acceptable Use Policy when deploying and using this application.

## Getting Help and Support

Customers can access resources such as the ServiceNow Community on AI and Intelligence, Known Error Portal, and contact Customer Service and Support for troubleshooting and assistance.  
Use the ServiceNow®
ServiceNow Otto for Legal Service Delivery (LSD) application to summarize a legal request or legal matter to understand the context, refresh the summary, and post the summary to the work notes. It also enables Q\&A Genius Results that generates actionable answers from Knowledge article search results.
None of the Advanced AI and Data Products provide legal or professional advice. The outputs provided by the Advanced AI and Data Products are for informational purposes only and are not a substitute for advice from a
qualified professional. Customer assumes all responsibility and obligations with respect to any decisions, advice, conclusions, legal opinions, recommendations made or given as a result of the use of the services, including
without limitation, any decision made, or action taken by Customer in reliance upon the Advanced AI and Data Products.

The Advance AI and Data Products and services do not and are not intended to constitute legal advice and do not create an attorney-client relationship.

## Get started {#now-assist-lsd-landing__section_hht_hgl_5yb}

|-|-|
| [ExploreLearn more about ServiceNow Otto for LSD](https://www.servicenow.com/docs/2vKlGDC8Djz9oKoNIYkbVw "With the ServiceNow Otto for Legal Service Delivery (LSD) application, request fulfillers can use generative AI to summarize a legal request or legal matter. Request fulfillers or legal users can also generate actionable answers from knowledge article search results in Employee Center, Legal Counsel Center, and global search.") | [ConfigureConfigure the ServiceNow Otto for LSD application to get started](https://www.servicenow.com/docs/iUlg9OPvNMsoqU6riGA~UA "If you have the admin role, you can configure the ServiceNow Otto for Legal Service Delivery (LSD) application so that legal users or request fulfillers can use the generative AI skills from Legal Counsel Center and Core UI.") |
| [UseUse generative AI capabilities offered by ServiceNow Otto for LSD](https://www.servicenow.com/docs/HIA6uzpoO8gWq2kGqrNLtA "If you have a sn_lg_gen_ai.request_fulfiller role, you can summarize the details of the legal requests and matters with the ServiceNow Otto for Legal Service Delivery (LSD) application. You can also use Now Assist Q&A Genius capability to get actionable search results from knowledge articles.") | [Use agentic workflows](https://www.servicenow.com/docs/4VkfiL4oSZpY9ztHY92LeQ "Use agentic workflows for Legal Service Delivery to analyze general legal requests, predict the appropriate legal category, and initiate a transfer after confirmation from the legal fulfiller or group manager.")Use the agentic workflows in Now Assist for Legal Service Delivery |
[ ]

{#now-assist-lsd-landing__table_iht_hgl_5yb}  
Important:  
* Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-lsd-landing__na-in-country-notice}
* Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-lsd-landing__na-restricted-envs-notice}
* Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-lsd-landing__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
{#now-assist-lsd-landing__ul_j3b_4vd_wcc}

## Troubleshoot and get help {#now-assist-lsd-landing__section_nht_hgl_5yb}

* [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support.](https://support.servicenow.com/now?draw=case)
{#now-assist-lsd-landing__ul_oht_hgl_5yb}

## AI limitations

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.{#now-assist-lsd-landing__p_kv2_nfg_h1c}

## Data processing

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).{#now-assist-lsd-landing__p_lv2_nfg_h1c}

## Data collection {#now-assist-lsd-landing__data-collection-2023-09}

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. In addition, this application will collect information about the Legal Request and/or Legal Matter (including related field information, comments and work notes), and information about search requests (including search prompts and results) from Knowledge articles in Legal Counsel Center and Employee Center. Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).{#now-assist-lsd-landing__data-collection-p-end-2023-09}

For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).{#now-assist-lsd-landing__data-collection-more-info-p-2023-09}