Now Assist for Legal Service Delivery (LSD)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Now Assist for Legal Service Delivery (LSD)

    The ServiceNow® Now Assist for Legal Service Delivery (LSD) application leverages generative AI to help legal teams efficiently summarize legal requests or matters and generate actionable answers from Knowledge article searches. It also facilitates submitting Conflict of Interest requests through conversational intake via the Now Assist panel in Virtual Agent. While Now Assist enhances productivity by providing information quickly, it does not provide legal or professional advice and should not replace consultation with qualified legal professionals.

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    Key Features

    • Legal Request and Matter Summarization: Automatically creates concise summaries to streamline legal workflows.
    • Knowledge Article Search and Answer Generation: Uses AI to retrieve and present relevant information from legal Knowledge articles.
    • Conflict of Interest Requests: Enables conversational submission of Conflict of Interest inquiries through Virtual Agent integration.
    • Agentic Workflows: Supports AI-driven workflows to enhance legal service delivery processes.

    Important Considerations for Customers

    • Not all AI model providers or Now Assist features are available globally; availability varies by region and data center compliance standards (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected).
    • Customers must verify model provider availability and feature accessibility for their regions and environments, and monitor updates in future releases.
    • The application uses AI and machine learning, which may produce incomplete or inaccurate outputs. Customers should employ human oversight, thoroughly test the application for their specific use cases, and avoid relying solely on AI for critical decision-making, particularly in regulated or consequential fields such as legal services.
    • ServiceNow’s AI Acceptable Use Policy applies and may be updated; customers are responsible for compliance.

    Data Processing and Privacy

    • Data entered into Now Assist for LSD is transferred from customer instances to centralized ServiceNow environments, which may be in different geographic locations or hosted by third-party providers like Microsoft Azure.
    • ServiceNow handles data per its internal policies and compliance standards, accessible via the CORE Compliance Portal.
    • Inputs, outputs, and edits from the application—including information about legal requests, matters, and Knowledge article interactions—are collected to improve ServiceNow AI technologies.
    • Customers can opt out of future data collection at any time through the Now Assist Opt-Out option.

    Getting Started and Support

    • Configure the Now Assist for LSD application to enable its AI capabilities tailored for legal service delivery.
    • Access resources such as the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support for troubleshooting and assistance.

    Use the ServiceNow® Now Assist for Legal Service Delivery (LSD) application to summarize a legal request or legal matter, generate actionable answers from Knowledge article search results. You can also a submit Conflict of Interest request using conversational intake from the Now Assist panel in Virtual Agent.

    None of the Advanced AI and Data Products provide legal or professional advice. The outputs provided by the Advanced AI and Data Products are for informational purposes only and are not a substitute for advice from a qualified professional. Customer assumes all responsibility and obligations with respect to any decisions, advice, conclusions, legal opinions, recommendations made or given as a result of the use of the services, including without limitation, any decision made, or action taken by Customer in reliance upon the Advanced AI and Data Products.

    The Advance AI and Data Products and services do not and are not intended to constitute legal advice and do not create an attorney-client relationship.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect information about the Legal Request and/or Legal Matter (including related field information, comments and work notes), and information about search requests (including search prompts and results) from Knowledge articles in Legal Counsel Center and Employee Center. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.