OpenText Decision Service - Glean Integration and Automation

Common Integration Use Cases Between OpenText Decision Service and Glean

OpenText Decision Service automates rule-based decisions inside business processes, while Glean helps employees find knowledge, answers, and context across enterprise content and systems. Together, they can connect decision automation with enterprise search and knowledge discovery to improve operational speed, consistency, and employee productivity.

1. Policy and eligibility decision support from searchable knowledge

Flow: Glean to OpenText Decision Service

Employees handling customer, HR, finance, or compliance cases can use Glean to find the latest policy documents, procedural guidance, and exception criteria. Relevant policy content can then be passed into OpenText Decision Service to support a consistent eligibility or approval decision.

• Example: A service agent searches for refund policy updates in Glean and launches a decision request in OpenText Decision Service using the current policy version.
• Business value: Reduces manual interpretation of policies and lowers the risk of inconsistent decisions.

2. Decision outcome explanations surfaced in enterprise search

Flow: OpenText Decision Service to Glean

When a decision is made in OpenText Decision Service, the outcome, rule references, and rationale can be indexed or published to Glean so business users can quickly understand why a case was approved, declined, or routed for review.

• Example: A claims analyst searches Glean for a specific case and sees the decision outcome, applied rule set, and supporting policy references.
• Business value: Improves transparency, auditability, and user trust in automated decisions.

3. Guided case handling with knowledge and decision context

Flow: Bi-directional

Glean can help case workers find relevant documents, prior cases, and subject matter expertise, while OpenText Decision Service evaluates the case against business rules. Together, they create a guided workflow where the user sees both knowledge context and the recommended decision path.

• Example: In a loan exception process, a case manager uses Glean to find precedent cases and then submits the case to OpenText Decision Service for rule-based approval routing.
• Business value: Speeds up complex case handling and reduces escalations to specialists.

4. Faster policy change impact analysis

Flow: Glean to OpenText Decision Service

Business teams can use Glean to locate all documents, FAQs, and process guides related to a policy change, then update the corresponding rules in OpenText Decision Service. This helps ensure decision logic stays aligned with the latest business policy.

• Example: A compliance team searches Glean for all content related to a new regulatory threshold and updates the matching decision rules in OpenText Decision Service.
• Business value: Shortens policy-to-rule update cycles and reduces compliance gaps.

5. Self-service employee support for decision-driven processes

Flow: OpenText Decision Service to Glean

Employees can use Glean to find answers about process requirements, then submit a request to OpenText Decision Service for a preliminary decision or eligibility check. This is useful for internal service desks and employee-facing workflows.

• Example: An employee searches Glean for tuition reimbursement rules and is guided to a decision service that confirms eligibility before the request is submitted.
• Business value: Reduces HR and shared services workload while improving employee experience.

6. Exception management with knowledge-based escalation

Flow: OpenText Decision Service to Glean

When OpenText Decision Service cannot make a final decision or detects an exception, it can route the case to Glean with the relevant context, allowing agents to quickly find supporting documents, similar cases, or expert contacts.

• Example: A fraud review case is flagged for manual review, and the investigator uses Glean to locate prior investigation notes and internal guidance.
• Business value: Reduces time spent gathering context and improves exception resolution speed.

7. Decision rule governance and knowledge discovery for business teams

Flow: Bi-directional

Glean can serve as the discovery layer for decision rule documentation, change logs, and approval records stored across enterprise repositories, while OpenText Decision Service enforces the live rules. This gives business and operations teams a single place to find both the current rule intent and the active decision behavior.

• Example: A product operations manager searches Glean for discount approval rules, reviews the latest documentation, and confirms the live rule set in OpenText Decision Service before launching a promotion.
• Business value: Improves governance, reduces duplicate rule interpretations, and supports controlled change management.