Explore Now Assist for Legal Service Delivery (LSD)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    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)

    Now Assist for Legal Service Delivery (LSD) leverages generative AI to enhance legal request and matter management by providing concise summaries and actionable answers. It empowers request fulfillers and legal users to quickly understand and resolve legal requests through AI-driven summarization and intelligent knowledge search results within Legal Counsel Center, Employee Center, and global search. Additionally, it offers a conversational intake experience for Conflict of Interest (COI) requests via Virtual Agent, streamlining data capture and risk assessment.

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    Key Features

    • Legal Request and Matter Summarization: AI-generated summaries capture essential details and lifecycle actions for legal requests or matters, enabling faster context comprehension and collaboration. Summaries appear above the activity stream and are configurable via specific input fields and variables.
    • Q&A Genius Results: Integrates with Now LLM Service to generate concise, actionable answers extracted from knowledge articles. Answers include snippets with direct links to full articles, enhancing user self-service and legal research within Employee Center, Legal Counsel Center, and global search.
    • Conversational Intake for COI Requests: A chat-based interface guides legal users through COI request submissions in natural language. It auto-populates intake forms, asks relevant follow-up questions, validates inputs, and automates risk-based routing for approval, improving accuracy and efficiency.
    • AI Model Flexibility: Supports multiple AI providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration controls allow customization of AI model usage and skill preferences via AI Control Tower and Now Assist Admin console.

    Roles and Access

    • Administrator: Manages installation, activation, and administrative settings for Now Assist LSD.
    • Request Fulfiller: Authorized to use AI summarization and assistance for legal requests.
    • Matter Fulfiller: Authorized to use AI summarization and assistance for legal matters.

    What ServiceNow Customers Can Expect

    By deploying Now Assist for Legal Service Delivery, customers can streamline legal workflows via AI-powered summarization and intelligent search, reducing time spent on understanding requests and researching knowledge articles. The conversational COI intake enhances accuracy and speeds up risk evaluation and approval processes. Overall, these capabilities increase legal team productivity and improve service delivery quality.

    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 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.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 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.

    Q&A Genius search results in Legal Counsel Center.

    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

    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).