OpenText Decision Service - Microsoft Copilot Integration and Automation

Common Integration Use Cases Between OpenText Decision Service and Microsoft Copilot

1. Policy-Aware Case Triage and Next-Best-Action Guidance

Data flow: Microsoft Copilot ? OpenText Decision Service ? Microsoft Copilot

Copilot can capture a user?s summary of a customer issue, claim, or service request from Outlook, Teams, or a case note and send the relevant facts to OpenText Decision Service. The decision engine evaluates policy rules, eligibility criteria, risk thresholds, and routing logic, then returns the recommended action, priority, and assigned queue. Copilot presents the result to the user in plain language and can draft the next response or task update.

Business value: Faster triage, more consistent decisions, and reduced manual interpretation of policy documents.

2. Automated Approval Recommendations for Finance and Procurement

Data flow: Microsoft Copilot ? OpenText Decision Service ? Microsoft Copilot

When a user asks Copilot to prepare a purchase request, expense exception, or invoice review summary, Copilot extracts key details such as amount, vendor, cost center, and justification. OpenText Decision Service applies approval thresholds, segregation-of-duties rules, and exception policies to determine whether the request can be auto-approved, needs escalation, or requires additional documentation. Copilot then generates the approval note or rejection explanation for the requester or approver.

Business value: Shorter approval cycles, fewer policy violations, and improved auditability.

3. Customer Service Response Drafting with Eligibility and Entitlement Checks

Data flow: Microsoft Copilot ? OpenText Decision Service ? Microsoft Copilot

A service agent uses Copilot to draft a response to a customer asking for a refund, replacement, or service credit. Copilot sends the order details, customer segment, warranty status, and case context to OpenText Decision Service. The decision engine checks entitlement rules, return windows, service-level commitments, and exception limits, then returns the approved resolution options. Copilot uses that output to draft a compliant customer response and recommended case action.

Business value: More accurate customer resolutions, lower rework, and better adherence to service policy.

4. HR Policy Guidance and Employee Self-Service Support

Data flow: Microsoft Copilot ? OpenText Decision Service ? Microsoft Copilot

Employees can ask Copilot questions about leave eligibility, travel reimbursement, flexible work requests, or onboarding requirements. Copilot passes the employee profile, location, tenure, and request type to OpenText Decision Service, which evaluates the applicable HR rules and returns the decision or required next steps. Copilot then explains the outcome in a user-friendly format and can generate the form or checklist needed to proceed.

Business value: Reduced HR help desk volume, faster employee support, and consistent application of HR policies.

5. Compliance Review for Content and Communications

Data flow: Microsoft Copilot ? OpenText Decision Service ? Microsoft Copilot

Marketing, legal, or sales teams can use Copilot to draft emails, proposals, or customer-facing content. Before the content is sent, Copilot submits metadata such as audience, region, product, and claim type to OpenText Decision Service. The decision engine checks regulatory constraints, approved language requirements, and escalation rules for restricted claims. Copilot then flags required edits, inserts approved wording, or routes the content for review.

Business value: Lower compliance risk, faster review cycles, and fewer manual content checks.

6. Exception Handling for Supply Chain and Operations

Data flow: Microsoft Copilot ? OpenText Decision Service ? Microsoft Copilot

Operations teams can ask Copilot to summarize a delayed shipment, stock shortage, or supplier exception. Copilot sends the order data, supplier status, inventory levels, and exception reason to OpenText Decision Service. The decision engine applies business rules for rerouting, expediting, substitution, or escalation. Copilot returns the recommended action and can draft the communication to suppliers, warehouses, or customers.

Business value: Faster exception resolution, better operational consistency, and improved service continuity.

7. Decision Insight Summaries for Managers and Analysts

Data flow: OpenText Decision Service ? Microsoft Copilot

OpenText Decision Service can expose decision outcomes, rule hit counts, exception rates, and approval patterns to Copilot through connected enterprise data sources. Managers ask Copilot to summarize why certain requests were denied, which rules are causing the most escalations, or where policy thresholds may need adjustment. Copilot turns the decision data into readable summaries, trend analysis, and action recommendations for business teams.

Business value: Better visibility into rule performance, quicker policy tuning, and improved operational governance.

8. Guided Process Execution in Workflow and Case Management

Data flow: Bi-directional

In workflow or case management scenarios, Copilot helps users capture case details, generate notes, and prepare documents, while OpenText Decision Service determines the correct path, required approvals, and mandatory checks. As the case progresses, decision outcomes are fed back to Copilot so users can see the current status, next action, and rationale. This creates a guided experience where users are assisted by AI, but final actions remain governed by business rules.

Business value: More efficient case handling, fewer process errors, and a better user experience across operations teams.