Explore Now Assist for Legal Service Delivery (LSD)

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Explore Now Assist for Legal Service Delivery (LSD)

    The Now Assist for Legal Service Delivery (LSD) application enhances the efficiency of request fulfillers by leveraging generative AI. It assists in summarizing legal requests or matters and generating actionable answers from knowledge articles available in the Employee Center and Legal Counsel Center. This tool aims to streamline the legal service delivery process, enabling quicker resolutions for legal matters.

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    Key Features

    • Summarization Capability: Provides concise summaries of legal requests or matters, enhancing the request fulfillers' understanding of the context for faster closure. Available in both the Legal Counsel Center and the Now Assist panel.
    • Q&A Genius Results: Generates actionable answers from knowledge articles, displaying topic and answer snippets for quick reference. Access to full articles is also available directly from the answer card.
    • AI Model Options: Supports various AI models including Now LLM, Azure OpenAI, Google Gemini, and Anthropic Claude for enhanced performance of the Now Assist skills.
    • User Roles: Includes roles for administrators, request fulfillers, and matter fulfillers, each with specific access and functionality related to the Now Assist for Legal Service Delivery application.

    Key Outcomes

    By utilizing Now Assist for Legal Service Delivery, users can expect improved efficiency in handling legal requests and matters. The AI-generated summaries and actionable insights facilitate quicker decision-making and resolution processes, ultimately enhancing the service delivery experience within legal departments.

    With the Now Assist for Legal Service Delivery (LSD) application, request fulfillers can use generative 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.

    Now Assist for Legal Service Delivery (LSD) overview

    The following generative AI capabilities are available in Now Assist for Legal Service Delivery (LSD):

    • Summarization capability for the request fulfillers to get a concise summary of a request or matter. This generative AI summary enables a request fulfiller to understand the context of the request so that they can close the request or matter more quickly. The summarization capability is available in Legal Counsel Center as well as the Now Assist 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.

    Legal Request and Legal Matter summarization skills

    The Now Assist for Legal Service Delivery (LSD) application provides an AI-generated summary of the legal request or matter. The summary includes the request or matter details and the actions that were taken for this request or matter. A request fulfiller can view this summary to understand the context, refresh the summary, and post the summary to the work notes.

    The summary is displayed above the activity stream and includes the information from the fields and variables configured as inputs.Legal matter summarization

    For more information on the fields and variables that are considered for summarization, see Skill inputs for Now Assist for Legal Service Delivery (LSD) and Configure variables for Now Assist summarization.

    For information on activating the Legal Request summarization skill or the Legal Matter summarization skill, see Configure Now Assist 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 Now Assist for Legal Service Delivery (LSD).

    Q&A Genius Results

    Q&A Genius Results use the Now LLM Service to generate search results from knowledge article results in Employee Center, Legal Counsel Center, and global search.

    The Q&A Genius Result answer card shows a topic snippet and an answer snippet that was extracted from a knowledge article. You can view the full article directly from the answer card. For more information, see Genius Results.

    It is enabled when both AI Search and Now Assist for Legal Service Delivery (LSD) are activated.

    Q&A Genius search results in Legal Counsel Center.

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist 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 Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Now Assist for Legal Service Delivery (LSD) users

    Table 1. Users
    User Description
    Administrator

    [sn_lg_gen_ai.admin]

    		 Provides administrative access to Now Assist for Legal Service Delivery (LSD).

    Installs Now Assist 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 Now Assist 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 Now Assist for Legal Service Delivery (LSD).