ServiceNow Otto for Legal Service Delivery (LSD) release notes
Summarize
Summary of ServiceNow Otto for Legal Service Delivery (LSD) Release Notes
ServiceNow Otto for Legal Service Delivery (LSD) leverages generative AI to help legal teams quickly understand and manage legal requests and matters by providing AI-generated summaries. The Zurich release series enhances this application with new AI capabilities, integrations, and user experience improvements, enabling legal professionals to work more efficiently and with greater context.
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Key Features
- AI-Powered Legal Summarization: Now Assist uses generative AI to summarize legal requests and matters, incorporating data from extended practice area tables to deliver richer context.
- Conversational Intake for Conflict of Interest (COI) Requests: Submit COI requests naturally through Now Assist in Virtual Agent, eliminating the need for manual intake forms.
- New AI Model Providers: In addition to Now LLM Service and Azure OpenAI, Google Gemini and Anthropic Claude on AWS are now supported as AI model providers, expanding options for generative AI skills and agents.
- Default Activation of AI Skills: Selected generative AI skills are turned on by default for new installations and unconfigured skills in upgrades, simplifying initial setup.
- Agentic Workflows and AI Agents Security: Additional role-based access configuration is required to enable agentic workflows and AI agents, ensuring secure and controlled AI operations.
- User Interface Enhancements: The new Coral theme, including a dark mode option, offers a refreshed, brand-neutral appearance for portals, web, and mobile experiences.
- Usage Measurement Updates: AI usage tracking has shifted to a 365-day burn-down model resetting at contract anniversaries, improving usage management.
Activation and Compatibility
ServiceNow Otto for Legal Service Delivery (LSD) is available through the ServiceNow Store. Customers must request installation via the Store and verify entitlements for feature access. The application supports the latest stable versions of popular browsers to ensure optimal performance.
Related Applications and Features
- Legal Service Delivery: Provides a unified platform connecting legal teams and employees, facilitating streamlined workflows and matter management.
- Now Assist Admin Hub: Centralized console for configuring, setting up, and monitoring Now Assist AI applications and features.
- Now Assist Skills: Suite of generative AI capabilities including case summarization, chat summarization, resolution note generation, and code generation to boost productivity.
Why This Matters
By integrating advanced AI models and conversational interfaces, ServiceNow Otto for Legal Service Delivery (LSD) accelerates legal team workflows, enhances accuracy in understanding legal matters, and reduces manual effort in conflict of interest disclosures. The expanded AI provider options and improved UI themes contribute to flexibility and user satisfaction, while secure role configurations maintain governance and compliance.
The ServiceNow® ServiceNow Otto 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. ServiceNow Otto for Legal Service Delivery (LSD) was enhanced and updated in the Zurich release.
ServiceNow Otto for Legal Service Delivery (LSD) highlights for the Zurich release
- 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). Check your entitlements to determine your access to specific features.
- 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.
- Review changes to Now Assist usage measurement.
- Some Now Assist skills are now turned on by default.
- Additional role configuration required for agentic workflows and AI agents included with your applications.
- 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.
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 ServiceNow Otto 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 generative AI skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install an AI product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Australia Early Access): 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 AI applications
- Google Gemini and AWS Claude are available for generative AI 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 12
- ServiceNow® AI implementation
- Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.
- 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 Australia Early Access, AI 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: AI Usage - Overview & New Measurement Logic.
- Zurich Patch 4
- Some generative AI skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install an AI product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Australia Early Access): 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 your 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 will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.
Activation information
Install ServiceNow Otto 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 ServiceNow Otto 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.