ServiceNow Otto for Legal Service Delivery (LSD) release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
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    Summary of ServiceNow Otto for Legal Service Delivery (LSD) Release Notes

    ServiceNow Otto for Legal Service Delivery (LSD) is an AI-powered application that uses generative AI to summarize legal requests and matters, providing users with quick contextual understanding. The Australia release introduces enhancements that improve summarization accuracy and user interactions within legal workflows.

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    Key Features

    • AI-Driven Legal Summarization: Automatically generates context-rich summaries of legal requests and matters, now incorporating data from extended practice area tables for more comprehensive insights.
    • Natural Language Conflict of Interest (COI) Intake: Enables users to submit COI requests via conversational AI through the Virtual Agent, eliminating the need for manual intake forms.
    • ServiceNow Otto Branding: Reflects the new AI experience brand across ServiceNow products, including LSD, emphasizing conversational AI integrated into workflows.
    • Multimodal and Autonomous AI Capabilities: ServiceNow Otto supports interactions across web, mobile, and messaging channels, offering autonomous orchestration for cross-system workflows.

    Activation and Access

    To activate ServiceNow Otto for Legal Service Delivery (LSD), customers must request the application from the ServiceNow Store. Entitlements determine feature access, so verify your permissions accordingly. Supported browsers for the application are documented separately to ensure compatibility.

    Related Applications and Tools

    • Legal Service Delivery: Streamlines legal requests and complex matter management by connecting employees and legal teams through a unified platform.
    • AI Admin Hub: Centralizes setup, configuration, and monitoring of AI applications, enhancing productivity through better self-service and intelligent action suggestions.

    Practical Benefits for ServiceNow Customers

    With these enhancements, customers can expect faster and more accurate legal matter summarization, simplified conflict of interest disclosures via conversational AI, and seamless integration of AI capabilities within existing ServiceNow workflows. This improves efficiency in legal service delivery and helps legal teams manage requests with greater insight and speed.

    The ServiceNow Otto for Legal Service Delivery (LSD) application leverages generative AI capabilities to summarize a legal request or legal matter. This summary can help you understand context quickly so you can then refresh the summary and add context to the work notes. ServiceNow Otto for Legal Service Delivery (LSD) was enhanced and updated in the Australia release.

    ServiceNow Otto for Legal Service Delivery (LSD) highlights for the Australia release

    • ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Legal Service Delivery (LSD). Check your entitlements to determine your access to specific features.
    • Disclose conflicts of interest using natural language from ServiceNow Otto in Virtual Agent rather than having to fill out intake forms.
    • Legal Request and Matter summarization now considers data from extended practice area tables when summarizing.
    Important:
    ServiceNow Otto for Legal Service Delivery (LSD) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Australia release

    Australia Patch 1
    Submit COI request using ServiceNow Otto conversational intake
    Submit a Conflict of Interest (COI) request through a natural language conversation. The conversational intake for Legal Conflict of Interest is available in the base system.

    Changed in this release

    Australia Patch 5
    Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.
    Australia Patch 1
    Summarize a legal request or matter by using ServiceNow Otto for Legal Service Delivery (LSD)
    Summarization now includes data from extended practice area tables, providing context‑rich summaries for your legal requests and matters.

    Activation information

    Install ServiceNow Otto for Legal Service Delivery (LSD) by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

    Browser requirements

    To see the list of supported browsers for ServiceNow Otto for Legal Service Delivery (LSD), see Browser support.

    Related ServiceNow applications and features

    Legal Service Delivery
    Connect employees and legal teams through a unified platform with intelligent workflows, streamlining legal requests and managing complex matters efficiently via the Legal Counsel Center.
    Use the AI Admin Hub console to provide you with quick and easy access to the important information that you must set up, configure, and monitor AI applications and features.
    AI Admin Hub
    Help improve productivity and efficiency in your organization, deliver better self-service, suggest actions, provide answers, and empower your users to search effectively.