Explore ServiceNow Otto for Legal Service Delivery (LSD)
Summarize
Summary of ServiceNow Otto for Legal Service Delivery (LSD)
ServiceNow Otto for Legal Service Delivery (LSD) is an AI-powered application designed to enhance legal request and matter management. It helps request fulfillers and legal users by providing AI-generated summaries, actionable answers from knowledge articles, and a conversational intake experience for Conflict of Interest (COI) requests. These capabilities streamline legal workflows, improve understanding, and accelerate resolution times within the Employee Center, Legal Counsel Center, and global search.
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Key Features
- Legal Request and Matter Summarization: The application creates concise AI-generated summaries of legal requests and matters, capturing key details and actions throughout their lifecycle. These summaries help request fulfillers quickly grasp context, are viewable above activity streams, and can be refreshed or posted to work notes for collaboration.
- Q&A Genius Results: This AI feature extracts concise, actionable answers from knowledge articles during searches in Employee Center, Legal Counsel Center, and global search. Users see topic and answer snippets with direct links to full articles, improving knowledge discovery and decision-making.
- Conversational Intake for COI Requests: Legal users submit COI requests via a chat-based Virtual Agent interface using natural language. The system auto-populates forms, asks context-driven follow-up questions, validates responses, and evaluates risk levels. Low-risk requests are auto-approved, while higher-risk requests are routed for approval, enhancing intake accuracy and efficiency.
- Flexible AI Model Integration: Supports multiple AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Administrators can configure these options using AI Control Tower and AI Admin Hub consoles.
User Roles
- Administrator: Manages installation, activation, and overall configuration of ServiceNow Otto for Legal Service Delivery (LSD).
- Request Fulfiller: Utilizes AI skills specifically for handling legal requests.
- Matter Fulfiller: Uses AI skills focused on managing legal matters.
Practical Benefits for ServiceNow Customers
By leveraging ServiceNow Otto for Legal Service Delivery (LSD), customers can expect faster legal request resolution through AI-driven context summaries and intelligent knowledge retrieval. The conversational intake significantly reduces manual form entry and improves data accuracy for COI requests, while integrated risk assessment automates approval workflows. Overall, this accelerates legal service delivery, improves collaboration, and enhances compliance management within the ServiceNow platform.
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
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.
Legal Request and Legal Matter summarization
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) and Configure variables for AI summarization.
For information on activating the Legal Request summarization skill or the Legal Matter summarization skill, see Configure ServiceNow Otto for Legal Service Delivery (LSD). 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).
Q&A Genius Results
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 .
It is enabled when both AI Search and ServiceNow Otto for Legal Service Delivery (LSD) are activated.
Conversational intake
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 and Exploring Legal Conflict of Interest.
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 to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.
ServiceNow Otto for Legal Service Delivery (LSD) users
| 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). |