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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# ServiceNow Otto for Legal Service Delivery (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) 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 AI-powered application designed to assist legal teams by summarizing legal requests or matters and generating actionable insights from Knowledge article searches.
It also supports submitting Conflict of Interest requests through conversational intake via the ServiceNow Otto panel in Virtual Agent.
This solution operates under the new ServiceNow Otto AI branding.
Show full answer Show less  
Please note that the outputs generated by this AI application are informational only and do not constitute legal advice or create any attorney-client relationship. Customers are responsible for evaluating and deciding how to use the information provided.

## Key Features

* **Legal Request and Matter Summarization:** Quickly condense complex legal information into concise summaries to aid understanding and decision-making.
* **Actionable Knowledge Article Insights:** Use AI to extract relevant answers from legal knowledge bases to support legal workflows.
* **Conflict of Interest Request Submission:** Enable conversational intake of Conflict of Interest requests directly through Virtual Agent.
* **AI Integration:** Leverages ServiceNow Otto's advanced AI capabilities to enhance legal service delivery efficiency.

## Key Considerations for Customers

* **Availability Restrictions:** Some AI models and features may not be available in certain countries, regulated markets, or restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted instances. Customers should verify model and feature availability regularly through ServiceNow resources.
* **AI Limitations:** AI-generated responses may not always be fully accurate or appropriate. Customers must validate outputs and maintain human oversight, especially for use cases with significant risk or impact.
* **Data Processing and Privacy:** Customer data used by this application is transferred to centralized ServiceNow environments, potentially hosted by third-party cloud providers. Data handling complies with ServiceNow's internal policies and compliance programs.
* **Data Collection and Opt-Out:** Inputs, outputs, and edits related to legal requests and knowledge searches are collected to improve ServiceNow AI technologies. Customers can opt out of data collection at any time through the Now Assist Opt-Out process.

## Getting Started and Support

* Configure the ServiceNow Otto for LSD application to enable AI capabilities tailored to your legal service needs.
* Access resources such as the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support for troubleshooting and assistance.
* Stay informed about updates, availability, and compliance details to maximize the value and compliance of your legal AI workflows.  
Use the ServiceNow Otto for Legal Service Delivery (LSD) application to summarize a legal request or legal matter, generate actionable answers from Knowledge article search results.
You can also submit a Conflict of Interest request using conversational intake from the ServiceNow Otto panel in Virtual Agent.
Note:  
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).
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/RdRw2FIluRU~KCsVxOflHA "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.") | [ConfigureConfigure the ServiceNow Otto for LSD application to get started](https://www.servicenow.com/docs/5QWtw9SqC6etOOhKjMJk~w "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.") |
| [UseUse AI capabilities offered by ServiceNow Otto for LSD](https://www.servicenow.com/docs/6PnuBkaxXMBYKwDRvbkXTw "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 Q&A Genius capability to get actionable search results from knowledge articles.") |   |
[ ]

{#now-assist-lsd-landing__table_iht_hgl_5yb}  
Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI 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 AI 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 AI 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=australia&pubname=australia-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=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-lsd-landing__data-collection-more-info-p-2023-09}