OpenText Workflow Service - Microsoft Copilot Integration and Automation

Common Integration Use Cases Between OpenText Workflow Service and Microsoft Copilot

1. AI-Assisted Case Intake and Workflow Initiation

Data flow: Microsoft Copilot ? OpenText Workflow Service

Copilot can help employees capture a request from email, chat, or a document and then structure the key details needed to start a workflow in OpenText Workflow Service. For example, a service desk agent or business user can ask Copilot to summarize a customer issue, extract required fields, and submit a case for approval or investigation.

• Reduces manual data entry at intake
• Improves consistency of case creation
• Speeds up routing to the correct team

2. Workflow Status Summaries and Next-Step Guidance

Data flow: OpenText Workflow Service ? Microsoft Copilot

Copilot can retrieve workflow status, pending tasks, and SLA-related details from OpenText Workflow Service and present them in a concise, user-friendly summary. This helps managers, case workers, and approvers quickly understand what is blocked, what is overdue, and what action is needed next.

• Improves visibility into active work
• Supports faster decision-making
• Reduces time spent checking multiple systems

3. Drafting Workflow-Related Communications and Approvals

Data flow: OpenText Workflow Service ? Microsoft Copilot

When a workflow reaches a review or approval step, Copilot can generate draft emails, approval notes, or customer responses using the case context stored in OpenText Workflow Service. This is especially useful for legal, HR, procurement, and customer service teams that need consistent, professional communication.

• Speeds up response creation
• Improves message consistency
• Helps users respond with the right context

4. Intelligent Task Prioritization for Operations Teams

Data flow: Bi-directional

OpenText Workflow Service can provide task queues, deadlines, and process milestones to Copilot, while Copilot can help users prioritize work by highlighting urgent items, overdue approvals, or cases with missing information. This supports operations teams that manage high volumes of work across departments.

• Helps teams focus on the most critical tasks
• Improves SLA compliance
• Reduces bottlenecks in shared service processes

5. Document and Case Analysis for Better Workflow Decisions

Data flow: Microsoft Copilot ? OpenText Workflow Service

Copilot can analyze incoming documents, emails, or case notes and extract key facts such as issue type, risk indicators, missing attachments, or required approvals. That information can then be passed into OpenText Workflow Service to trigger the correct process path or escalation rule.

• Improves routing accuracy
• Supports faster triage
• Reduces rework caused by incomplete submissions

6. Automated Follow-Up on Pending Human Tasks

Data flow: OpenText Workflow Service ? Microsoft Copilot

Copilot can assist with follow-up actions for tasks waiting on human input in OpenText Workflow Service. For example, it can remind users about pending approvals, summarize what is still needed, and help them complete the response faster by drafting the required content.

• Reduces process delays
• Improves completion rates for manual steps
• Supports accountability across teams

7. Workflow Insights and Continuous Improvement Reporting

Data flow: OpenText Workflow Service ? Microsoft Copilot

Copilot can turn workflow data from OpenText Workflow Service into plain-language insights for business users and managers. It can summarize cycle times, identify recurring bottlenecks, and highlight process steps with frequent exceptions, helping teams improve operational performance without needing deep reporting expertise.

• Makes process data easier to understand
• Supports operational reviews and audits
• Helps identify opportunities for automation

8. Guided Exception Handling and Escalation Support

Data flow: Bi-directional

When a workflow exception occurs in OpenText Workflow Service, Copilot can guide the user through the next best action by explaining the issue, suggesting required information, and helping prepare an escalation note. Users can then send the updated details back into the workflow to keep the case moving.

• Improves handling of exceptions and rework
• Reduces dependency on subject matter experts
• Helps maintain process continuity under pressure