Now Assist for Legal Service Delivery (LSD) release notes
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Summary of Now Assist for Legal Service Delivery (LSD) Zurich Release Notes
Now Assist for Legal Service Delivery (LSD) leverages generative AI to summarize legal requests and matters, helping legal teams quickly understand context and streamline work through AI-generated summaries posted to work notes. The Zurich release enhances these AI capabilities and introduces new features, integrations, and UI improvements to boost productivity and governance in legal workflows.
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Key Features
- Natural Language Conflict of Interest (COI) Requests: Submit COI requests via conversational intake in Virtual Agent, eliminating the need to fill out intake forms manually.
- Enhanced Summarization: Summaries now include data from extended practice area tables, providing richer, more context-aware insights for legal requests and matters.
- AI Model Provider Options: Added support for Google Gemini and Anthropic Claude on AWS, alongside existing Now LLM Service and Azure OpenAI models, offering customers greater flexibility in AI model selection.
- Default Skill Activation: Certain Now Assist skills are enabled by default for new customers and previously unconfigured skills during upgrades, simplifying initial setup.
- Agentic Workflows and AI Agents Role Configuration: Additional security role configurations are required to activate agentic workflows and AI agents, ensuring controlled access and compliance.
- Long Term Stable (LTS) AI Models: Now LLM Service includes LTS models that provide enhanced stability and compliance for regulated industries.
- UI Enhancements: Introduction of the Coral theme as the new default for portals, web, and mobile, including a dark theme option to improve readability and reduce eye strain.
- Usage Measurement Update: Transition from a 365-day look-back to a 365-day burn-down model for Now Assist usage, with resets at contract anniversary dates to align with subscription terms.
Activation and Configuration
- Now Assist for Legal Service Delivery (LSD) is available via the ServiceNow Store and requires installation through the store portal.
- Additional role assignments are necessary to enable agentic workflows and AI agents; users must be granted these roles to invoke AI features.
- Supports the latest stable versions of popular web browsers to ensure compatibility and optimal performance.
Integration and Related Applications
- Legal Service Delivery: Connects legal teams and employees via intelligent workflows and the Legal Counsel Center to manage legal requests and complex matters.
- Now Assist Admin Console: Provides centralized setup, configuration, and monitoring of Now Assist applications.
- Now Assist Products and Skills: Offer generative AI capabilities across workflows including case summarization, chat summarization, resolution notes, and code generation to enhance user productivity.
Practical Benefits for ServiceNow Customers
- Accelerate legal request handling through AI-driven context summaries.
- Simplify conflict of interest disclosures via conversational AI interactions.
- Choose from multiple AI providers to best align with governance and compliance requirements.
- Benefit from automatic activation of key AI skills to reduce setup complexity.
- Leverage improved UI themes for better user experience across devices.
- Monitor AI usage with updated measurement models aligned to contract cycles.
The ServiceNow® Now Assist for Legal Service Delivery (LSD) application leverages generative AI capabilities to summarize a legal request or legal matter so that you understand the context, refresh the summary, and post the summary to the work notes. This summary helps you to understand the context faster. Now Assist for Legal Service Delivery (LSD) was enhanced and updated in the Zurich release.
Now Assist for Legal Service Delivery (LSD) highlights for the Zurich release
Zurich Patch 7
- Disclose conflicts of interest using natural language from Now Assist in Virtual Agent rather than having to fill out intake forms.
- Legal Request and Matter summarization now considers data from extended practice area tables when summarizing.
Zurich Patch 5
- Review changes to Now Assist usage measurement.
Zurich Patch 4
- Some Now Assist skills are now turned on by default.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
Zurich Patch 1
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
Important:
Now Assist for Legal Service Delivery (LSD) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- Zurich Patch 7
- Submit COI request using Now Assist conversational intake
- Submit a Conflict of Interest (COI) request through a natural language conversation. The conversational intake for Legal Conflict of Interest is available in the base system.
- Zurich Patch 4
- Now LLM LTS support for Now Assist for Legal Service Delivery (LSD)
- Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Zurich Patch 1
- New third-party AI model provider options available for all Now Assist applications
- Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
UI changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.
Changed in this release
- Zurich Patch 7
- Summarize a legal request or matter by using Now Assist for Legal Service Delivery (LSD)
- Summarization now includes data from extended practice area tables, providing context‑rich summaries for your legal requests and matters.
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
- Zurich Patch 4
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Role configuration required for agentic workflows and AI agents
- Agentic workflows and AI agents included with Now Assist applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they won't execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. After the roles are configured, users must have the specified role to invoke the agentic workflow or AI agent.
Activation information
Install Now Assist for Legal Service Delivery (LSD) by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Browser requirements
The Now Assist for Legal Service Delivery (LSD) application works with the latest stable versions of popular web browsers. To find the list of supported browsers, see Browser support.