OpenText Exstream - Glean Integration and Automation

Common Integration Use Cases Between OpenText Exstream and Glean

OpenText Exstream is typically used to generate regulated, high-volume customer communications such as statements, bills, policies, notices, and correspondence across print and digital channels. Glean is an enterprise AI search and knowledge assistant that helps employees find information, summarize content, and answer questions across connected systems. Together, they can improve communication operations, reduce manual effort, and make customer communication content easier to find, reuse, and govern.

1. Search and retrieve approved communication templates and content

Glean can index Exstream template libraries, approved text blocks, and communication assets so business users, operations teams, and contact center staff can quickly find the right version of a statement, notice, or letter. This reduces time spent searching across shared drives and repositories and helps teams use only approved content.

• Data flow: OpenText Exstream to Glean
• Business value: Faster template discovery, fewer duplicate versions, improved content governance

2. Assist customer service agents with communication lookup and explanation

When a customer asks about a bill, policy notice, or claim letter, Glean can help agents locate the exact Exstream-generated communication, related policy language, and supporting knowledge articles. This improves first-contact resolution and reduces escalations by giving agents a faster way to understand what was sent and why.

• Data flow: OpenText Exstream to Glean, with optional links back to CRM or case systems
• Business value: Shorter handle times, better agent accuracy, improved customer experience

3. Support compliance review and audit preparation

Compliance, legal, and audit teams can use Glean to search across Exstream communication templates, approval records, and policy references to verify that the correct language was used for a specific customer segment or regulatory requirement. This is especially useful in financial services, insurance, and utilities where communication wording must be consistent and defensible.

• Data flow: OpenText Exstream to Glean
• Business value: Faster audit response, stronger compliance oversight, reduced risk of using outdated language

4. Help business users find the right communication variant by product, region, or regulation

Exstream often contains multiple versions of the same communication for different products, geographies, languages, or regulatory rules. Glean can surface the correct version based on user query context, such as state, line of business, or customer type, helping operations teams avoid selecting the wrong template.

• Data flow: OpenText Exstream to Glean
• Business value: Fewer production errors, faster template selection, better localization control

5. Accelerate content reuse for new communication campaigns

Marketing, product, and communications teams can use Glean to identify existing Exstream-approved language, disclaimers, and layout components that can be reused in new customer communication campaigns. This reduces duplicate drafting effort and helps teams launch new notices or service updates more quickly while staying aligned with approved standards.

• Data flow: OpenText Exstream to Glean
• Business value: Faster content creation, lower rework, improved consistency across channels

6. Provide employees with a natural language assistant for communication operations

Operations teams can ask Glean questions such as which template is used for a premium increase notice, where the latest approved policy wording is stored, or which communication version applies to a specific customer segment. Glean can return the relevant Exstream asset, related documentation, and process guidance in one response.

• Data flow: OpenText Exstream to Glean
• Business value: Reduced dependency on subject matter experts, faster onboarding, improved self-service

7. Connect communication output with downstream knowledge and case workflows

Exstream can generate customer communications while Glean helps employees find the related case notes, policy documents, and internal guidance needed to respond to follow-up questions. This creates a more complete workflow for service, claims, billing, and policy administration teams that need to explain or defend a communication after it is sent.

• Data flow: Bi-directional, with Exstream content indexed into Glean and Glean links back to case or CRM systems
• Business value: Better cross-team collaboration, improved response quality, fewer handoffs

8. Improve governance over retired or superseded communication content

Glean can help employees identify whether a template, disclaimer, or letter version in Exstream has been retired, replaced, or superseded by a newer approved version. This is useful for large enterprises with many communication owners and frequent regulatory updates, where outdated content can easily remain in circulation.

• Data flow: OpenText Exstream to Glean
• Business value: Reduced compliance exposure, fewer outdated communications, stronger content lifecycle control

Overall, integrating OpenText Exstream with Glean helps enterprises make customer communication assets easier to find, understand, and govern, while improving productivity for operations, service, compliance, and content teams.