ServiceNow Otto for Legal Service Delivery (LSD) release notes

  • Release version: Store
  • Updated August 6, 2026
  • 2 minutes to read
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    Summary of ServiceNow Otto for Legal Service Delivery (LSD) release notes

    ServiceNow Otto for Legal Service Delivery (LSD), formerly known as Now Assist for Legal Service Delivery, is an AI-powered application designed to enhance legal team productivity by leveraging generative AI. It streamlines legal workflows by summarizing legal requests and matters, providing conversational intake forms, and enabling agentic workflows for efficient triage and case management. The application supports multiple third-party large language models (LLMs) to improve accuracy and usability.

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    Key Features

    • Generative AI Summarization: Summarizes legal requests and matters using advanced AI models, including support for extended practice area data and multiple third-party LLMs such as Azure OpenAI, Anthropic Claude, and Google Gemini.
    • Agentic Workflows: Automates triage of legal requests by analyzing case details, predicting legal categories, and facilitating transfers with confirmation from legal fulfillers or group managers.
    • Conversational Intake Forms: Enables users to submit Conflict of Interest requests through an interactive chat-based form.
    • Security and Access Controls: ACLs (Access Control Lists) allow customization of who can discover and trigger AI agents and workflows, enhancing governance and compliance.
    • User Interface Enhancements: Improved UI clarity and consistent display of AI summary cards across legal requests and matters.
    • Multilingual Support: Addresses language-specific issues such as Japanese language errors to ensure reliable summarization across languages.

    Key Outcomes

    • Improved legal team efficiency by reducing manual summarization and triage workload through AI automation.
    • Enhanced accuracy and relevance of summaries by incorporating comprehensive data and upgraded AI models.
    • Better user experience with single chat sessions per request and refined messaging for easier interpretation of AI outputs.
    • Increased security and compliance through configurable access controls and resolved technical and security issues.
    • Support for evolving AI capabilities ensures the application remains compatible with upgraded third-party LLMs and emerging AI technologies.

    Version history for the ServiceNow Otto for Legal Service Delivery (LSD) application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 1.9.4 - August 2026
    • Changed: ServiceNow Otto is the new AI experience brand. Now Assist for Legal Service Delivery is ServiceNow Otto for Legal Service Delivery.
    • Fixed: The ServiceNow Otto panel now starts a single chat session for a legal request record instead of opening multiple concurrent sessions.
    Version 1.8.1 - June 2026
    • Changed: Support for upgraded versions of third party LLMs has been provided.
    • Fixed: Legal request and matter summarization now delivers improved accuracy across all supported models
    Version 1.7.7 - May 2026
    • Changed:
      • Support for upgraded versions of third party LLMs has been provided.
      • Enhanced UI for visual clarity in AI-assisted features.
    • Fixed: The Now Assist summary card header is now displayed consistently across Legal Requests and Legal Matters while switching the records.
    Version 1.6.5 - April 2026
    Refer to Legal Service Delivery-Prime (sn_lg_ai_prime) application release notes.
    Version 1.6.2 - March 2026
    • New: Conversational intake form for submitting a Conflict of Interest request.
    • Changed: Legal Request and Matter summarization now considers data from extended practice area tables for summarization, ensuring that summaries reflect all relevant information.
    Version 1.5.6 - January 2026
    Fixed: Addressed a technical warning in Now Assist for Legal Service Delivery to improve code stability and development.
    Version 1.5.2 - December 2025
    • New:
      • The following capabilities will be supported for the Long Term Stability LLM model-
        • Legal Request case summarization
        • Legal Matter case summarization
        • Triage Legal request Agentic AI capabilities
    • Changed:
      • Triage Legal Request agentic workflow has been updated with the user friendly messages in the Now Assist panel for better readability.
      • Security enhancements
    • Fixed: Resolved Japanese language related error in Legal request and matter summarization.
    Version 1.4.7 - October 2025 (Zurich)
    Fixed: Addressed performance-related issues in Triage legal request agentic workflow.
    Version 1.2.5 - October 2025 (Xanadu)
    New: Create ACLs for AI agents and agentic workflows to customize who can discover and trigger AI agents and agentic workflows.
    Version 1.4.3 - September 2025
    New: Create ACLs for AI agents and agentic workflows to customize who can discover and trigger AI agents and agentic workflows.
    Version 1.3.0 - August 2025
    • New:
      • Triage legal request agentic workflow adds support for the following third party LLMs: Azure OpenAI, Anthropic Claude, Google Gemini
      • Legal request summarization and legal matter summarization skills add support for the following third party LLMs: Azure OpenAI, Anthropic Claude, Google Gemini
    Version 1.2.2 - June 2025
    • New: Agentic workflow to analyze General Legal Requests, predict the appropriate legal category, and initiate a transfer after confirmation from the legal fulfiller or group manager.
    • Changed: For legal request and matter summarization, you can now configure record producer variables to be considered for summarization.
    • Fixed: Security issues.
    Version 1.2.0 - May 2025
    • New: Agentic workflow to analyze General Legal Requests, predict the appropriate legal category, and initiate a transfer after confirmation from the legal fulfiller or group manager.
    • Changed: For legal request and matter summarization, you can now configure record producer variables to be considered for summarization.
    • Fixed: Security issues.
    Version 1.1.0 - February 2025
    New: Now Assist Q and A Genius Results that generate actionable answers from Knowledge article results in Employee Center, Legal Counsel Center and global search.
    Version 1.0.2 - December 2024
    Changed: UI improvements.
    Version 1.0.0 - November 2024
    ServiceNow Now Assist for Legal Service Delivery (LSD) enables generative AI capabilities to streamline legal work by summarising legal requests and matters to boost legal team's productivity and deliver faster resolution for employees.