OpenAI - OpenText Core Case Integration and Automation

Common Integration Use Cases Between OpenAI and OpenText Core Case

1. AI-Assisted Case Triage and Classification

Data flow: OpenText Core Case → OpenAI → OpenText Core Case

When a new case is created, OpenText Core Case can send the case description, attachments, and metadata to OpenAI for analysis. OpenAI can classify the case type, detect urgency, identify likely department ownership, and suggest priority based on language patterns and historical context. The results are written back to OpenText Core Case to route the case to the right queue.

Business value: Faster intake, reduced manual sorting, and more consistent routing across support, claims, and compliance teams.

2. Automated Case Summarization for Handovers

Data flow: OpenText Core Case → OpenAI → OpenText Core Case

For long-running cases with multiple notes, documents, and interactions, OpenAI can generate a concise case summary that highlights the issue, actions taken, open questions, and next steps. OpenText Core Case can store this summary in the case record and refresh it as new information is added.

Business value: Improves shift handovers, reduces time spent reading full case histories, and helps supervisors quickly understand case status.

3. Drafting Customer or Stakeholder Responses

Data flow: OpenText Core Case → OpenAI → OpenText Core Case

Case agents can use OpenAI to draft responses based on the case context, policy documents, and prior correspondence stored in OpenText Core Case. The draft can be returned to the case workspace for agent review, editing, and approval before sending.

Business value: Speeds up response times, improves consistency in communication, and reduces repetitive writing for service teams.

4. Compliance and Policy Review Support

Data flow: OpenText Core Case → OpenAI → OpenText Core Case

In compliance or investigation cases, OpenAI can review case content against internal policy rules, identify missing evidence, flag potentially non-compliant language, and suggest follow-up questions. OpenText Core Case can then track these findings as tasks or review checkpoints.

Business value: Strengthens governance, improves review quality, and helps teams identify gaps earlier in the case lifecycle.

5. Intelligent Knowledge Extraction from Case Documents

Data flow: OpenText Core Case → OpenAI → OpenText Core Case

OpenText Core Case often contains unstructured documents such as emails, PDFs, forms, and notes. OpenAI can extract key entities such as names, dates, claim amounts, product references, incident details, or regulatory citations and return structured data to the case record.

Business value: Reduces manual data entry, improves searchability, and creates more complete case records for reporting and audit purposes.

6. Next-Best-Action Recommendations for Case Workers

Data flow: OpenText Core Case → OpenAI → OpenText Core Case

Based on the current case status, historical resolution patterns, and available documents, OpenAI can recommend the next best action such as requesting a missing document, escalating to a specialist, or closing the case. These recommendations can be displayed directly in OpenText Core Case as guided actions.

Business value: Helps less experienced agents work more effectively, shortens resolution cycles, and improves consistency in decision-making.

7. Case Trend Analysis and Root Cause Insights

Data flow: OpenText Core Case → OpenAI → OpenText Core Case

OpenText Core Case can provide case histories, resolution notes, and outcome data to OpenAI for pattern analysis. OpenAI can identify recurring issues, common failure points, and emerging themes across cases, then return summarized insights for operational reporting or management dashboards.

Business value: Supports continuous improvement, helps reduce repeat incidents, and gives leaders better visibility into systemic issues.

8. Agent Assist for Search and Retrieval Within Cases

Data flow: OpenText Core Case → OpenAI

Case workers can ask natural language questions such as ?Show me similar cases resolved in the last 90 days? or ?What documents are missing for this claim?? OpenAI can interpret the request and help retrieve relevant case information from OpenText Core Case, then present a concise answer or recommended records.

Business value: Reduces time spent searching across case content, improves agent productivity, and makes case information easier to use across teams.