OpenText Decision Service - OpenText Core Experience Insights Integration and Automation

Common Integration Use Cases Between OpenText Decision Service and OpenText Core Experience Insights

1. Rule Tuning Based on User Journey Drop-Off Patterns

Data flow: OpenText Core Experience Insights ? OpenText Decision Service

Experience analytics can reveal where users abandon a process, such as onboarding, claims submission, or service request completion. Those insights can be used to adjust decision rules in OpenText Decision Service, for example by simplifying approval thresholds, changing eligibility logic, or reducing unnecessary validation steps. This helps business teams improve conversion and completion rates without changing application code.

Business value: Faster process completion, fewer abandoned transactions, and better alignment between decision logic and actual user behavior.

2. Dynamic Policy Optimization for Digital Self-Service

Data flow: OpenText Core Experience Insights ? OpenText Decision Service

When analytics show that users frequently fail at specific self-service steps, decision rules can be updated to offer alternate paths, additional guidance, or escalation to assisted service. For example, a customer portal may use insights to detect repeated form errors and trigger a rule that routes the user to live support or a simplified workflow.

Business value: Improved self-service success rates, lower support volume, and better customer satisfaction.

3. Measuring the Impact of Decision Rule Changes

Data flow: OpenText Decision Service ? OpenText Core Experience Insights

Each time business rules are updated, the resulting user behavior can be tracked in OpenText Core Experience Insights. Teams can compare engagement, completion rates, and exception rates before and after a rule change to determine whether the new logic improved outcomes. This is especially useful for compliance-heavy processes where rule changes must be validated with evidence.

Business value: Clear measurement of rule effectiveness, stronger governance, and faster validation of process improvements.

4. Exception and Escalation Analysis for Operational Workflows

Data flow: OpenText Decision Service ? OpenText Core Experience Insights

Decision Service can classify transactions into approved, rejected, or exception states. Core Experience Insights can then analyze how users interact with those outcomes, such as whether they retry, abandon, or escalate the request. Operations teams can identify which rules create the most friction and prioritize remediation.

Business value: Better exception management, reduced manual rework, and improved workflow efficiency.

5. Personalizing Guidance Based on Decision Outcomes

Data flow: Bi-directional

Decision outcomes can be used to tailor the user experience, while interaction insights can refine the rules behind those outcomes. For example, if a user repeatedly encounters a denial or additional verification step, the experience platform can surface targeted guidance or next-best actions. In return, engagement data can help decision teams adjust thresholds or routing logic to reduce unnecessary friction.

Business value: More relevant user journeys, fewer failed interactions, and better conversion through guided experiences.

6. Identifying High-Friction Business Rules in Employee Workflows

Data flow: OpenText Core Experience Insights ? OpenText Decision Service

In internal workflows such as procurement, HR case handling, or credit approvals, Core Experience Insights can show where employees spend excessive time or repeatedly revisit the same screens. Those patterns may indicate overly strict or poorly designed decision rules. Business analysts can then update the rules to reduce unnecessary approvals, streamline routing, or remove redundant checks.

Business value: Faster employee productivity, reduced process bottlenecks, and lower operational cost.

7. Continuous Improvement for Compliance and Risk Decisions

Data flow: OpenText Decision Service ? OpenText Core Experience Insights

For regulated processes, decision rules often enforce compliance controls. Core Experience Insights can track how users respond to those controls, including where they abandon a process after a compliance step or where they request help. This allows compliance, risk, and process owners to balance control requirements with usability and adjust rules where appropriate.

Business value: Stronger compliance adoption, fewer process failures, and better balance between control and user experience.

8. A/B Testing of Decision Logic in Customer and Employee Journeys

Data flow: Bi-directional

Different rule sets can be applied to separate user segments in OpenText Decision Service, while OpenText Core Experience Insights measures engagement, completion, and satisfaction outcomes for each segment. This supports controlled testing of alternative decision strategies, such as different approval paths, eligibility criteria, or escalation rules. The best-performing rule set can then be standardized across the process.

Business value: Evidence-based decision design, improved process outcomes, and reduced risk when changing business rules.