OpenText Magellan Text Mining Engine - OpenText Core Experience Insights Integration and Automation

Common Integration Use Cases Between OpenText Magellan Text Mining Engine and OpenText Core Experience Insights

1. Analyze employee and customer feedback to identify experience issues

Data flow: OpenText Core Experience Insights to OpenText Magellan Text Mining Engine

Use interaction data, survey comments, help desk notes, and open-text feedback captured in Core Experience Insights as input to Magellan Text Mining Engine. Magellan can extract recurring themes, sentiment drivers, entities, and root-cause patterns from large volumes of comments.

• Pinpoint the most common complaints by product, process, region, or user group
• Detect emerging issues before they affect adoption or satisfaction scores
• Support product, support, and CX teams with evidence-based improvement actions

Business value: Faster identification of experience pain points and more targeted remediation efforts.

2. Correlate content usage with compliance or risk-related language

Data flow: OpenText Core Experience Insights to OpenText Magellan Text Mining Engine

Combine content interaction analytics from Core Experience Insights with text mining of user comments, case notes, or document annotations to identify when users are engaging with content that contains compliance-sensitive or risk-related topics.

• Flag documents or knowledge articles that generate repeated questions or confusion
• Identify content associated with policy exceptions, legal concerns, or audit issues
• Help compliance and risk teams prioritize review of high-impact materials

Business value: Better governance of content that influences regulated decisions or operational risk.

3. Improve knowledge base quality using text analytics on user behavior signals

Data flow: Bi-directional

Core Experience Insights can show which articles, guides, or documents are heavily used, abandoned, or repeatedly searched. Magellan can analyze associated feedback, comments, and support transcripts to determine why certain content performs well or poorly.

• Identify articles that are popular but misunderstood
• Detect missing topics based on repeated search terms and user comments
• Recommend content updates, consolidation, or retirement

Business value: Higher knowledge base effectiveness and reduced support burden.

4. Prioritize digital workplace improvements based on user intent and sentiment

Data flow: OpenText Core Experience Insights to OpenText Magellan Text Mining Engine

Use Core Experience Insights to track adoption patterns across portals, applications, and content repositories. Feed user comments, survey responses, and support tickets into Magellan to understand the reasons behind low adoption or poor engagement.

• Separate usability issues from content relevance issues
• Identify which user groups struggle with specific workflows
• Support targeted training, redesign, or communication plans

Business value: More effective digital workplace optimization and stronger user adoption.

5. Detect emerging operational trends from unstructured feedback at scale

Data flow: OpenText Core Experience Insights to OpenText Magellan Text Mining Engine

When Core Experience Insights captures large volumes of user feedback across channels, Magellan can mine the text to detect emerging operational trends, repeated issues, and new topics that are not yet visible in standard dashboards.

• Surface new product defects, service gaps, or process bottlenecks
• Track topic frequency over time by business unit or geography
• Provide early warning indicators for leadership and operations teams

Business value: Earlier detection of issues that affect productivity, satisfaction, or service quality.

6. Support investigation and case triage with usage context and text evidence

Data flow: Bi-directional

Core Experience Insights can identify which users, teams, or content assets are involved in unusual interaction patterns. Magellan can then analyze related documents, notes, and communications to extract entities, relationships, and key facts for investigation or case triage.

• Link user activity patterns to relevant documents and narratives
• Accelerate review of incidents, complaints, or internal investigations
• Help investigators focus on the most relevant evidence first

Business value: Faster case resolution and better investigative accuracy.

7. Measure the impact of content changes on user engagement and feedback themes

Data flow: OpenText Magellan Text Mining Engine to OpenText Core Experience Insights

After Magellan identifies the main topics, sentiment shifts, or recurring issues in user feedback, those insights can be used to guide content updates. Core Experience Insights then measures whether the revised content improves engagement, search success, and task completion.

• Validate whether revised content reduces negative feedback
• Track adoption improvements after content or workflow changes
• Compare performance before and after remediation initiatives

Business value: Closed-loop improvement with measurable outcomes.

8. Build executive dashboards that combine engagement metrics with text-derived insights

Data flow: Bi-directional

Core Experience Insights provides quantitative metrics such as usage, adoption, and engagement. Magellan adds qualitative intelligence from unstructured text such as comments, notes, and feedback. Together they create a more complete view for executive reporting.

• Show not only what users are doing, but why they are doing it
• Segment insights by business unit, content type, or journey stage
• Support leadership decisions on investment, training, and process redesign

Business value: Better decision-making through combined behavioral and textual evidence.