Triage legal requests agentic workflow

  • Release version: Zurich
  • Updated April 4, 2025
  • 2 minutes to read
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    Summary of Triage Legal Requests Agentic Workflow

    The Triage legal requests agentic workflow in ServiceNow automates the prediction of the appropriate legal category for general legal requests and facilitates their transfer upon confirmation by legal fulfillers or group managers. This workflow enhances efficiency by integrating AI-driven predictions and supervised decision-making to streamline legal request handling.

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    To use this workflow, ensure all necessary configurations are complete, including API connections and credentials if using generative AI services other than Now LLM Service. The workflow triggers when a general legal request is submitted with an assignment rule or when the Assigned to field is updated.

    Access and Roles

    Legal fulfillers or group managers with the nowassistpaneluser role can view and interact with the agentic workflow conversation via the Now Assist panel. Administrators with the snaia.admin role can access and manage the workflow through AI Agent Studio under "Create and manage" by selecting "Triage Legal Requests."

    Key Features

    • Record Management AI Agent: Extracts request details from descriptions.
    • Record Field Value Prediction AI Agent: Searches for similar records and predicts the legal category.
    • Transfer Legal Request AI Agent: Acts as a supervised agent that recommends transfer and initiates it after user confirmation.

    Using the Workflow

    Users can open the Now Assist chat panel to view the agentic workflow conversation linked to a legal request. The workflow displays the predicted legal category and offers the choice to transfer the request:

    • To transfer, the user replies "Yes," which cancels the original request and creates a new one under the predicted legal category. The conversation then closes.
    • To decline transfer, the user replies "No," and the original request remains unchanged with the conversation closing.

    Benefits for ServiceNow Customers

    This workflow enables legal teams to quickly categorize and route legal requests with AI assistance while maintaining human oversight. It reduces manual triage time, improves accuracy in legal categorization, and ensures proper request handling through an intuitive confirmation process.

    Use the Triage legal requests agentic workflow to predict the appropriate legal category and to initiate a transfer after a confirmation from the legal fulfiller or group manager.

    Triage legal requests agentic workflow overview

    Important:
    The agentic workflow is triggered under the following conditions:
    • A general legal request is submitted and an assignment rule is configured for it.
    • The Assigned to field is updated for a general legal request.

    The agentic workflow conversation can be seen in the Now Assist panel by the legal fulfiller or group manager with the now_assist_panel_user role.

    Accessing the Triage legal requests agentic workflow from the AI Agent studio

    You can access the agentic workflow from AI Agent Studio when you have the sn_aia.admin role.

    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Triage Legal Requests.

    AI agents used in the Triage legal requests agentic workflow

    Table 1. AI agents names and descriptions
    Name Description
    Record management AI agent Obtains the request details from the provided description.
    Record field value prediction AI agent Checks for similar records and predicts the legal category.
    Transfer legal request AI agent Is the supervised agent. The AI agent predicts the appropriate legal category, and initiates a transfer after a confirmation from the legal fulfiller.

    Using Triage legal requests agentic workflow

    The agentic workflow conversation can be seen in the Now Assist panel by the legal fulfiller or group manager with the now_assist_panel_user role.

    1. Open the Now Assist panel by selecting the Now Assist icon Now assist icon
    2. In the Now Assist chat panel, select the legal request under the active chat.
    3. See the agentic workflow conversation and the predicted legal category:
      • If you choose to transfer the general legal request, enter Yes and select the send icon (Send icon.) in the panel. When it's transferred, the original request is canceled and a new request is created with the predicted legal category. The agentic conversation is closed after the transfer of the legal request.
      • If you choose not to transfer the general legal request, enter No and select the send icon (Send icon.) in the panel. The general legal request isn’t transferred and the agentic conversation is closed.