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 for faster resolution. 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.
• Conversational intake experience allows legal users to initiate Conflict of Interest (COI) requests through Now Assist in Virtual Agent, guiding them with context driven follow‑up questions to capture required details.

Legal Request and Legal Matter summarization

The Now Assist 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 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 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 Genius Results.

It is enabled when both AI Search and Now Assist 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 Now Assist 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, 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