Exploring Now Assist for Legal Service Delivery (LSD)

  • Release version: Xanadu
  • Updated January 30, 2025
  • 2 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 Exploring Now Assist for Legal Service Delivery (LSD)

    Now Assist for Legal Service Delivery (LSD) leverages generative AI to enhance legal request fulfillment by providing concise summaries and actionable answers. It supports request fulfillers and legal users working within Legal Counsel Center, Employee Center, and global search environments, enabling faster and more informed resolution of legal requests and matters.

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    Key Features

    • Summarization Capability: Automatically generates clear, AI-driven summaries of legal requests or matters. These summaries include key details and prior actions, helping request fulfillers quickly understand context and expedite closure. Summaries appear above the activity stream and can be refreshed or posted to work notes.
    • Q&A Genius Results: Uses the Now LLM Service to create concise, actionable answers extracted from knowledge articles during searches. These answers are presented in answer cards with topic snippets and allow direct access to full articles. This feature activates when both AI Search and Now Assist for LSD are enabled.

    Practical Use for ServiceNow Customers

    ServiceNow customers using Now Assist for LSD can expect improved efficiency in legal service delivery through AI-generated insights. The summarization skills help legal teams quickly grasp request context without manual review, while the Q&A Genius Results streamline knowledge discovery. Activation and configuration options allow customers to tailor these capabilities to their legal workflows within Legal Counsel Center and Employee Center.

    Next Steps

    • Configure the summarization skills and input variables based on your legal request and matter data.
    • Activate AI Search alongside Now Assist for LSD to enable Q&A Genius Results.
    • Leverage the AI-generated summaries and answers directly within your existing legal service portals to accelerate request fulfillment and improve user experience.

    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.

    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.