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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# AI capabilities for LSD

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

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 AI-driven solution designed to enhance legal service workflows by providing AI-powered summarization of legal requests and matters, as well as generating actionable answers from knowledge article searches.
It integrates with key ServiceNow interfaces such as Employee Center, Legal Counsel Center, and global search to improve efficiency and accuracy for legal teams.
Show full answer Show less  

## Key Features

* **Legal Request and Matter Summarization:** Automatically generates concise AI summaries that capture key details and lifecycle actions of legal requests or matters. These summaries help request fulfillers quickly understand context and collaborate effectively. Summaries appear above the activity stream and incorporate configured field inputs.
* **Q\&A Genius Results:** Provides AI-generated, concise answers from knowledge articles within Employee Center, Legal Counsel Center, and global search. Users see topic and answer snippets with direct links to full articles for deeper context. This feature requires activation of both AI Search and ServiceNow Otto for LSD.
* **Conversational Intake for Conflict of Interest (COI) Requests:** Enables legal users to submit COI requests using a natural language chat interface through ServiceNow Otto in Virtual Agent. The system guides users with context-driven follow-up questions, automatically populates intake forms, validates entries, and assesses risk. Low-risk requests are auto-approved; higher-risk requests follow approval workflows.
* **AI Model Provider Flexibility:** Supports multiple AI providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude. Administrators control provider options via AI Control Tower and skill-level settings in AI Admin Hub.

## Implementation and User Roles

* **Required Applications and Dependencies:** Activate the ServiceNow Otto for LSD store app (snlggenai) which installs dependencies such as Legal Request Management, ServiceNow Otto for Platform (version 7.x+), and AI Admin Hub. Manual installation of Legal Counsel Center (version 1.5.1+) and Legal Matter Management is required for full functionality.
* **User Roles:**
  * **Administrator:** Manages installation, activation, and configuration of the ServiceNow Otto for LSD plugin and skills.
  * **Request Fulfiller:** Uses the legal request summarization and related AI skills.
  * **Matter Fulfiller:** Accesses skills focused on legal matter summarization.

## Supported Interfaces

* Legal Request and Matter Summarization: Available in Core UI and Legal Counsel Center.
* Q\&A Genius Results: Accessible through Employee Center, Legal Counsel Center, and global search.
* Conversational Intake: Delivered via ServiceNow Otto in Virtual Agent within Employee Center.

This solution enables legal teams to streamline request handling, improve knowledge access, and accelerate COI request processing through AI-powered automation and intuitive interfaces, ultimately enhancing legal service delivery efficiency.  
ServiceNow Otto for Legal Service Delivery (LSD) provides AI-powered summarization for legal requests and matters, and generates 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 helps request fulfillers 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/PE~7rjYz3MzWhE8lR5Oz9g "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/RVIeRahuBeMuomttXyVWpg "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/OTR1kKZT8WgzgIO1oajaIQ "Configure generative AI skills in ServiceNow Otto for Legal Service Delivery (LSD) for legal users working in 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/0kMknj6OdXg1iduwOP_xQw "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=australia&pubname=australia-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/zEkd3bTGIb_UZql_WlvhUA "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/e~dR2BFOXfDV_MUurm45gA "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 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=australia&pubname=australia-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=australia&pubname=australia-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=australia&pubname=australia-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 use skills 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 use skills for legal matters provided via ServiceNow Otto for Legal Service Delivery (LSD). |
[Table 1. Users]

{#now-assist-lsd-exploring__table_ns3_1vj_qcc}

## Application information {#now-assist-lsd-exploring__lsd-application-info}

Activate the ServiceNow Otto for LSD store app (sn_lg_gen_ai) to use the summarization skills.  
This store app has the following dependencies which will be installed automatically:

* Legal Request Management (sn_lg_ops)
* ServiceNow Otto for Platform (sn_genai_platform) - Version 7.x and above
* AI Admin Hub (sn_nowassist_admin)
{#now-assist-lsd-exploring__ul_wpf_4dz_byb}  
You need to install the following applications manually:

* Legal Counsel Center (sn_lg_cf_workspace) - Version 1.5.1 and later
* Legal Matter Management (sn_lg_matter) -- Required for Legal Matter summarization
{#now-assist-lsd-exploring__ul_jqj_jny_bfc}

For more information, see [Configure ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/OTR1kKZT8WgzgIO1oajaIQ "Configure generative AI skills in ServiceNow Otto for Legal Service Delivery (LSD) for legal users working in Legal Counsel Center, Core UI, and Employee Center.").

## Supported user interfaces {#now-assist-lsd-exploring__section_jps_4gs_dyb}

The ServiceNow Otto for LSD application includes the skills that are listed in the following table.{#now-assist-lsd-exploring__table_odd_d2y_wyb__entry__2}

| Skill | Interface |
|-|-|
| * Legal Request summarization * Legal Matter summarization {#now-assist-lsd-exploring__ul_tgt_spp_xcc} | * Core UI * Legal Counsel Center |
| Q\&A Genius Results | * Employee Center * Global search |
| Conversational intake | ServiceNow Otto in Virtual Agent |
[Table 2. ServiceNow Otto for LSD supported interfaces]

{#now-assist-lsd-exploring__table_odd_d2y_wyb}