Summarize a legal request or matter by using ServiceNow Otto for Legal Service Delivery (LSD)

Generate a summary from the fields that you selected on the legal request or matter record and quickly understand the request context by using the Legal Request or Legal Matter summarization skill in the ServiceNow Otto for Legal Service Delivery (LSD) application.

Before you begin

Role required: sn_lg_gen_ai.request_fulfiller

About this task

The Legal Request or Legal Matter summarization skill provides you with a concise summary of a legal request or legal matter, including the actions taken and resolution details. By viewing a summary, you can understand the context, refresh the summary, and post the summary to the work notes.

You can configure the variables of practice areas that you want to be considered as inputs for legal request or matter AI summarization. To add variables, see Configure variables for AI summarization.

The summarization skills are available in Legal Counsel Center and in Core UI.

• In Legal Counsel Center, you use the Legal Request summary by AI component to generate a summary. This component appears above the activity stream.
  Note:

  You can also generate a summary on demand from the ServiceNow Otto panel. For more information, see Use the capabilities from the ServiceNow Otto panel.
• In Core UI, you select the Summarize button on the legal request or matter record to generate a summary.

Procedure

1. Navigate to Workspaces > Legal Counsel Center and open a legal request or matter.
2. In the Legal Request summary by AI component, select Summarize.
   The summary by AI component appears before the activity stream.

   Note:

   Generating and displaying the summary may take several seconds.
3. Optional: When you finish summarizing a record, you can add it to the work notes, expand or collapse it, provide feedback, copy it, or view information about it.

   Option	Procedure
   Save the summary information by adding it to the work notes	Select Share as Work notes. In the Share to work notes dialog box, edit the summary. Select Save to Work notes.
   Expand or collapse the summary	Select the expand card icon () or the collapse card icon () to see more details or fewer summary details.
   Provide feedback for the summary	If you think that the summary was helpful, select the helpful icon (). If you think that the summary wasn’t helpful, select the not helpful icon (). This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).
   Copy the summary	Select the copy to clipboard icon () to use the summary information for another purpose, such as pasting into an email.
   Refresh the summary	Select the Refresh icon () to summarize the request again.
   View the information about the summary	If you want to check some details about the summary, select the more info icon ().
   Elaborate	Select elaborate to get more comprehensive summary with additional details.

• Use the capabilities from the ServiceNow Otto panel
  Use the contextual AI capabilities, such as a request summary by using the conversational interface in the ServiceNow Otto panel.