--- sourceDocument: Zurich Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Explore # Explore ServiceNow Otto for Legal Service Delivery (LSD) {#ariaid-title1} Release version: Zurich Updated March 12, 2026 ![](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) enhances legal request management by leveraging AI to summarize legal requests and matters, provide actionable answers from knowledge articles, and facilitate conversational intake for Conflict of Interest (COI) requests. These AI-driven capabilities are accessible within Legal Counsel Center, Employee Center, global search, and the ServiceNow Otto panel, streamlining legal workflows and accelerating case resolution. Show full answer Show less ## Key Features * **Legal Request and Matter Summarization:** Generates concise AI-powered summaries capturing key details and lifecycle actions of legal requests or matters. Summaries help request fulfillers understand context quickly and can be refreshed or posted to work notes for collaboration. Summaries appear above the activity stream and are based on configured input fields and variables. * **Q\&A Genius Results:** Uses AI to extract and display concise, actionable snippets from knowledge articles in Employee Center, Legal Counsel Center, and global search, with direct access to full articles for deeper context. This feature requires activation of both AI Search and ServiceNow Otto for LSD. * **Conversational Intake for COI Requests:** Enables legal users to submit COI requests via a chat interface using natural language. The system auto-populates intake forms, asks context-driven follow-up questions, validates inputs, and assesses risk levels to route approvals or auto-approve low-risk requests. This approach reduces form-filling effort and improves data accuracy. * **AI Model Providers:** Supports integration with Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS for powering generative AI skills, configurable through AI Control Tower and managed via AI Admin Hub console. ## User Roles * **Administrator:** Manages installation, activation, and administrative settings for ServiceNow Otto for LSD. * **Request Fulfiller:** Accesses AI skills for handling legal requests. * **Matter Fulfiller:** Accesses AI skills for managing legal matters. ## Practical Benefits for ServiceNow Customers By adopting ServiceNow Otto for Legal Service Delivery (LSD), customers can expect faster and more accurate legal request handling through AI-generated summaries and intelligent search results. Conversational intake reduces manual data entry and improves submission quality for COI requests. The solution integrates with multiple AI providers, offering flexibility and centralized control over AI capabilities. Overall, it streamlines legal service delivery, enhances collaboration, and drives efficiency in legal operations. With the ServiceNow Otto for Legal Service Delivery (LSD) application, request fulfillers can use 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. ## ServiceNow Otto for Legal Service Delivery (LSD) overview {#now-assist-lsd-exploring__section_kbj_dxc_fdc} The following AI capabilities are available in ServiceNow Otto for Legal Service Delivery (LSD): * Summarization capability for the request fulfillers to get a concise summary of a request or matter. This AI summary enables a request fulfiller to understand the context of the request for faster resolution. The summarization capability is available in Legal Counsel Center and the ServiceNow Otto panel. * Q\&A Genius Results capability for request fulfillers and legal users to generate concise, actionable answers from knowledge article results in Legal Counsel Center, Employee Center, and global search. * Conversational intake experience allows legal users to initiate Conflict of Interest (COI) requests through ServiceNow Otto in Virtual Agent, guiding them with context driven follow‑up questions to capture required details. {#now-assist-lsd-exploring__ul_gkv_4q3_tdc} ## Legal Request and Legal Matter summarization {#now-assist-lsd-exploring__section_wsd_2dz_byb} The ServiceNow Otto for Legal Service Delivery (LSD) application generates an AI‑powered summary of a legal request or matter. This summary captures key details and the actions taken throughout the lifecycle of the request or matter. Request fulfillers can review the summary to quickly understand context, refresh it as needed, and post it to work notes for reference and collaboration. The summary is displayed above the activity stream and includes the information from the fields and variables configured as inputs. For more information on the fields and variables that are considered for summarization, see [Skill inputs for ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/omnMrtT6Calf9t_gXCEQQA "Get a quick overview of the skill inputs for ServiceNow Otto for Legal Service Delivery (LSD) so that you can configure how and when a skill is used.") and [Configure variables for AI summarization](https://www.servicenow.com/docs/PgPSUZIinH1ciMDfWbuttw "Configure the variables of the practice areas that you want to be considered as inputs for legal request or matter summarization by using the AI."). For information on activating the Legal Request summarization skill or the Legal Matter summarization skill, see [Configure ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/3ePYXqDsTHfqcVAfR_Wq_g "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, Core UI, and Employee Center."). For information on how to use the skills on Legal Counsel Center, see [Summarize a legal request or matter by using ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/H1MwwwfrY3ctUtFQFNTXkg "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."). ## Q\&A Genius Results {#now-assist-lsd-exploring__section_t3g_rr3_tdc} Q\&A Genius Results uses AI to generate search results from knowledge article results in Employee Center, Legal Counsel Center, and global search. The answer card shows a topic snippet and an answer snippet that was extracted from a knowledge article, with direct access to the full article for additional context. For more information, see [Genius Results](https://www.servicenow.com/docs/access?context=genius-results-ais&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). It is enabled when both AI Search and ServiceNow Otto for Legal Service Delivery (LSD) are activated. ## Conversational intake {#now-assist-lsd-exploring__section_exp_q4j_g3c} Conversational Intake guides legal users through submitting Conflict of Interest (COI) requests using a chat‑based experience from the ServiceNow Otto in Virtual Agent interface of Employee Center Instead of completing static forms, legal users can describe the COI details in natural language. Details provided in conversational language are automatically populated into the intake form, reducing the effort required to fill in form fields. The system asks relevant follow‑up questions based on the request type, and validates responses to ensure that all required details are captured accurately. After submission, the system evaluates the COI request to determine risk. Low‑risk requests are auto‑approved, while medium‑ and high‑risk requests are routed for approval. For more information on COI application and the risk assessment, see [Legal Conflict of Interest](https://www.servicenow.com/docs/JLUZu~j4zF4bQNdXsuApsg "Legal Conflict of Interest enables you to manage the disclosure, approval, and registry of conflict of interest that might arise from employees having competing interests or loyalties. Employees can submit disclosures using the conversational interface of ServiceNow Otto in Virtual Agent or intake form available in the Employee Center.") and [Exploring Legal Conflict of Interest](https://www.servicenow.com/docs/dn5t7kM9SjtX9mMbrG5LYA "Learn more about the Legal Conflict of Interest application through a sample workflow and review the benefits that it can provide."). You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). ## ServiceNow Otto for Legal Service Delivery (LSD) users {#now-assist-lsd-exploring__cf-exploring-parent-users} {#now-assist-lsd-exploring__table_ns3_1vj_qcc__entry__2} | User | Description | |-|-| | Administrator \[sn_lg_gen_ai.admin\] | Provides administrative access to ServiceNow Otto for Legal Service Delivery (LSD). Installs ServiceNow Otto for Legal Service Delivery (LSD) plugin, and activates the required skills. | | Request Fulfiller \[sn_lg_gen_ai.request_fulfiller\] | Provides access for users to utilize skill for legal requests provided via ServiceNow Otto for Legal Service Delivery (LSD). | | Matter Fulfiller \[sn_lg_gen_ai.matter_fulfiller\] | Provides access for users to utilize skill for legal matters provided via ServiceNow Otto for Legal Service Delivery (LSD). | [Table 1. Users] {#now-assist-lsd-exploring__table_ns3_1vj_qcc} * **[Supporting information for ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/KQYCHyjGfxumG4RMyJ2V7Q)** Get a quick overview of the important information that is related to the ServiceNow Otto for Legal Service Delivery (LSD) application.