OpenText Core Case - Loci Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Loci

1. Case-Specific Knowledge Recommendations for Investigators and Agents

Data flow: Loci to OpenText Core Case

As users work a case in OpenText Core Case, Loci can recommend relevant knowledge articles, policy documents, prior resolutions, and similar case histories based on the case type, content, and user behavior. This helps claims handlers, support agents, and compliance analysts find the right information faster without searching across multiple repositories.

• Reduces time spent searching for reference material
• Improves consistency in case handling and decision making
• Helps new staff follow proven resolution patterns

2. Personalized Next Best Content for Case Resolution

Data flow: Bi-directional

OpenText Core Case provides case context such as category, status, and task history, while Loci returns personalized content recommendations tailored to the current user and case stage. For example, during a compliance review, the system can surface the most relevant policy updates, checklists, or precedent documents to guide the next action.

• Supports faster and more accurate case progression
• Improves user productivity by reducing manual content lookup
• Enables more consistent outcomes across teams

3. Dynamic Content Suggestions for Customer Support and Service Cases

Data flow: OpenText Core Case to Loci

When a customer support case is opened or updated in OpenText Core Case, case metadata such as product, issue type, and customer segment can be sent to Loci to generate targeted content recommendations. These may include troubleshooting guides, product documentation, or known-issue articles that can be attached to the case or shared with the agent.

• Speeds up first-contact resolution
• Improves customer experience with more relevant responses
• Reduces escalation volume by enabling self-service and guided resolution

4. Compliance and Policy Guidance Based on Case Context

Data flow: Bi-directional

For compliance, audit, or regulatory cases, OpenText Core Case can send case attributes such as jurisdiction, regulation type, and risk level to Loci. Loci can then recommend the most relevant policies, procedures, and regulatory references. In return, usage data from Loci can help case managers understand which guidance is most frequently used and where additional training may be needed.

• Improves adherence to policy and regulatory requirements
• Helps teams access the correct guidance at the right time
• Supports audit readiness and process standardization

5. Recommended Case Templates and Playbooks for Similar Scenarios

Data flow: Loci to OpenText Core Case

Loci can analyze historical content and user interaction patterns to recommend the most effective case templates, playbooks, and resolution workflows for a given case type. OpenText Core Case users can then launch a recommended template that aligns with similar past cases, improving speed and consistency in handling recurring issues.

• Standardizes execution across teams and regions
• Shortens onboarding time for new users
• Improves repeatability for high-volume case types

6. Content Personalization for Internal Case Portals and Workspaces

Data flow: OpenText Core Case to Loci

OpenText Core Case can provide user role, team, and case workload data to Loci so that internal portals or workspaces display personalized content feeds. For example, a claims supervisor may see escalation procedures and performance dashboards, while an investigator sees evidence handling guidance and case review checklists.

• Tailors the workspace to each role and responsibility
• Improves adoption of internal knowledge resources
• Helps teams focus on the most relevant information

7. Case Outcome Analytics to Improve Recommendation Quality

Data flow: OpenText Core Case to Loci

When cases are resolved in OpenText Core Case, outcome data such as resolution time, escalation rate, and closure reason can be shared with Loci. This allows Loci to refine its recommendation engine by learning which content and guidance are associated with successful outcomes, making future recommendations more effective.

• Continuously improves recommendation relevance
• Links content usage to operational performance
• Supports data-driven optimization of case workflows

8. Cross-Team Knowledge Sharing for Complex Investigations

Data flow: Bi-directional

For complex investigations that involve multiple teams, OpenText Core Case can share case context with Loci to recommend expert-authored content, prior investigations, and supporting documents from across the organization. Loci can also surface content based on what similar teams have used successfully, helping legal, operations, and compliance teams work from a shared knowledge base.

• Improves collaboration across departments
• Reduces duplication of effort in complex cases
• Promotes reuse of institutional knowledge