Technology leaders know their organizations’ profitable growth and business transformation are dependent on IT.
This leaves them pulled in two distinct directions. CIOs and IT leaders understand that to achieve these goals they must take charge of their organization’s digital roadmap and drive innovation for tomorrow. But at the same time, they can’t lose sight of maintaining operational excellence and delivering value today while safeguarding against ever-evolving threats.
They must also enable their entire organization – from developers to analysts and security professionals–to navigate the daily complexities of the digital age with frictionless ways of working. These teams need innovative solutions that empower–not hinder–progress. When IT teams are equipped with the right tools, businesses move smarter, faster, and more securely.
It’s a tall order and it’s a wonder CIOs get any sleep.
A recent OpenText whitepaper addresses this balancing act, offering insights into how technology leaders can tackle immediate challenges while strategically preparing for the future.
A careful balancing act
According to research from Accenture, 98% of organizations see technology as their top lever for reinvention, with 82% specifically identifying generative AI as a main driver. This AI-driven transformation will redefine jobs, automate mundane tasks, and allow workers to focus on strategy and innovation.
That puts a lot of pressure on CIOs to forge a successful digital path for their organizations that they must start building today. But today is filled with other concerns.
Immediate challenges that IT leaders grapple with include securing operations, limiting risk, preparing data for AI, and managing business-service delivery, all while inspiring and retaining talent.
In the 2024 State of the CIO survey fielded by Foundry, 75 percent of respondents said they are challenged to find the right balance between business innovation and operational excellence.
With these competing priorities, where should CIOs focus their efforts?
Information management is the solution
One way for CIOs to strike this balance, according to the whitepaper, is to follow information management practices by adopt a few basic principles:
Think holistically about using data to power and protect organizations
Integrate and centrally manage all information within the company
Deploy in cloud environments to maximize flexibility
Ensure end-to-end security and secure data management for AI use cases
By leveraging these best practices, businesses can start to transform information into a strategic advantage, cutting through the chaos to start to make data-informed and decisive action. IT leaders know, after all, that trusted information is the foundation upon which innovation, security, and transformation are built. They also know that the time to act is now or risk dulling their competitive edge.
By implementing comprehensive information management solutions based on AI, cloud, and security, CIOs can address both immediate operational needs and long-term strategic goals. It might sound daunting. However, with the right partner it’s simple and it’s effective. It’s common sense.
Information reimagined
Learn about how CIOs can tackle technology challenges today while strategically planning for tomorrow
OpenText stands beside CIOs and their teams as a trusted partner in helping navigate complex digital transformation, mitigate risk, and drive sustained innovation. With OpenText, IT decision-makers can focus on what truly matters: Building the future of their business by turning IT from a cost center into a competitive advantage.
We empower businesses to not only accelerate cloud adoption with seamless integration across platforms but also automate intelligently to encourage efficiency and innovation as well as secure and govern data for AI-ready compliance. Think of us as your ‘one-stop-shop’ for all your complex digital ecosystem needs.
And maybe – just maybe – CIOs can finally get a good night’s sleep.
To thrive in the AI era, continuous learning is not just important—it’s essential. From software engineering to accounting, every aspect of how we work is transforming and staying ahead requires ongoing skill development and adaptability.
At OpenText, we believe learning fuels innovation and growth, which is why we invest in continuous learning and professional development at every stage. Through our study programs, educational allowances, and professional development initiatives, we support OpenTexters to stay relevant by building the knowledge and skills to help them thrive in today’s fast evolving environment.
Recognizing the value of continuous learning to progress careers, we caught up with OpenTexters who’ve recently leveraged the company’s education allowance to supercharge their skills and shape their careers. Here’s what they said:
Alejandro Bautista, a customer operations program manager based in the Philippines, used the education allowance to complete a doctoral degree in project management. “Gaining my degree has given me a new perspective plus the confidence and ambition to learn things that have boosted my knowledge in project management. It’s been a valuable opportunity for my professional and personal development.”
Judy Hazel Cruz, a senior manager in cloud applications consulting based in the Philippines, highlighted that in her role it’s important to stay relevant in a constantly evolving industry. Judy used her education allowance to attend the International IT-BPM Summit, which explores current issues facing the IT industry. “It’s empowering to be in a space where IT professionals from different organizations come together to exchange knowledge, best practices, and innovative solutions,” said Judy. “Beyond the insights, the experience was engaging and inspiring and provided me with practical takeaways that I can apply in my role.”
Gerasimo Torres, a cloud support manager based in the Philippines, said the education allowance helped him advance his career after using it to enrol in a Master of Business Administration (MBA) program. Having completed his studies, Gerasimo says he now feels empowered him to take on larger responsibilities and contribute more effectively to his department’s objectives. He also feels prepared for future leadership opportunities.
“I’m grateful for OpenText’s dedication to employee growth and development through the education allowance. It reflects the organization’s commitment to supporting employees in upgrading their skills, expanding their knowledge, and advancing their careers. It encourages a culture of continuous learning, benefiting both individual career progression and OpenText’s long-term success.”
Are you ready to expand your skills and reimagine your career with OpenText? Explore our open roles.
Effective threat detection demands speed, precision, and accurate contextualization. Unfortunately, traditional manual methods for mapping security events to frameworks like MITRE ATT&CK can be tedious, error-prone, and insufficient for today’s rapid cybersecurity operations. Fortunately, Retrieval-Augmented Generation (RAG) and Agentic AI have emerged as game-changing solutions, dramatically enhancing how security teams identify, understand, and respond to threats.
RAG and Agentic AI bring automation, context-aware intelligence, and proactive investigation capabilities to cybersecurity, significantly boosting accuracy, efficiency, and responsiveness. Let’s delve deeper into these powerful techniques.
Large Language Models (LLMs), while highly advanced, frequently encounter challenges when tasked with providing detailed, precise, or up-to-date information from authoritative sources. This limitation is exactly where Retrieval-Augmented Generation (RAG) steps in, significantly enhancing the capability of LLMs.
RAG operates by dynamically retrieving relevant information from authoritative knowledge bases, such as the MITRE ATT&CK framework, documentation, websites, reports, logs, or any structured or unstructured data repositories. This ensures that responses are contextually accurate and based on current, validated data.
Technical breakdown of RAG implementation
Step 1: Knowledge base preparation
Collect authoritative cybersecurity documents and resources.
Break down these resources into manageable, smaller text segments or chunks.
Generate embeddings (digital representations) for each text chunk using sentence transformers.
Store these embeddings efficiently within a vector database.
Step 2: Contextual information retrieval
Accept a cybersecurity-related query or prompt.
Convert the input prompt into embeddings.
Query the vector database, using similarity metrics, to identify and retrieve the most relevant context segments.
Step 3: Generation of contextually accurate reports
Combine retrieved context with the original prompt or event details.
Use an LLM to synthesize and generate a comprehensive, contextually relevant report.
The final output clearly links detected events or anomalies to specific adversary tactics, techniques, and procedures (TTPs), supported by authoritative evidence.
Visualizing the process: Consider an example where the security monitoring system identifies unusual activity within endpoint logs. The RAG process triggers immediately:
Relevant MITRE ATT&CK documentation segments are retrieved from the vector database.
These segments combine seamlessly with incident-specific details.
A clear and detailed summary is generated, pinpointing exact adversarial behaviors and suggesting actionable mitigation strategies.
With RAG, security analysts can swiftly and accurately associate suspicious events with known threat activities, vastly improving both the response time and quality of security operations. But RAG isn’t the only game changing technology we are applying to security operations.
Join us at RSAC 2025!
April 28-May 1 at the Moscone Center, San Francisco. Visit us at Booth N-4535 to see live demos or speak to our experts.
While RAG excels in enriching responses, Agentic AI extends these capabilities by autonomously interacting with external data sources to proactively investigate security alerts and suspicious indicators.
What sets Agentic AI apart? Agentic AI refers to intelligent AI-driven agents powered by LLMs and automated workflows. Unlike conventional, passive AI systems that wait for instructions, Agentic AI actively engages external databases, APIs, and threat intelligence services independently, gathering relevant data and generating insights proactively.
A practical scenario: Agentic AI in action
Imagine your organization’s security system identifies suspicious network activity or an unusual file execution. Traditionally, analysts would manually query threat intelligence databases, an approach that is both time-consuming and prone to human oversight.
With Agentic AI, the moment suspicious indicators (like IP addresses or file hashes) are flagged, the AI agent autonomously initiates queries against threat intelligence databases (e.g., BrightCloud). The agent instantly retrieves critical insights, such as malware classification, historical threat data, and community feedback.
After retrieval, the Agentic AI evaluates the data’s severity and relevance, automatically generating concise, actionable reports. These reports clearly indicate identified threats, potential impact, and practical recommendations for mitigation, significantly enhancing response speed and operational accuracy.
Why implement Agentic AI in cybersecurity?
Accelerated response: Dramatically shortens threat analysis cycles through automation.
Enhanced precision: Removes human error by systematically retrieving comprehensive threat intelligence.
Analyst empowerment: Relieves analysts from repetitive tasks, allowing greater focus on complex and strategic analyses.
Continuous threat intel updates: Integrates real-time updates from external threat sources into internal security processes.
Future potential of Agentic AI
The evolution of Agentic AI promises even greater enhancements, including proactive threat hunting, real-time multi-source intelligence integration, and automated threat remediation. The future cybersecurity landscape might feature seamless AI agent collaboration across multiple platforms, creating comprehensive, automated, end-to-end security workflows.
Conclusion: The power of combining RAG and Agentic AI
By combining Retrieval-Augmented Generation (RAG) and Agentic AI, cybersecurity teams achieve unmatched capabilities for swiftly identifying, deeply contextualizing, and effectively responding to threats. RAG ensures accurate, authoritative context for incident reporting, while Agentic AI autonomously enriches investigations through proactive intelligence retrieval.
Together, these advanced AI methodologies transform cybersecurity operations, significantly enhancing an organization’s security posture, operational efficiency, and threat resilience. With RAG and Agentic AI in your cybersecurity toolkit, you’re not just reacting to threats—you’re proactively staying ahead of adversaries.
Join OpenText Cybersecurity data scientists @ RSA 2025 where my colleagues and fellow data scientists, Nakkul Khuraana, and Hari Manassery Koduvely, will discuss ‘How to Use LLMs to Augment Threat Alerts with the MITRE Framework.’
Staying ahead of industry regulations for documents is crucial. It is key for all content to be classified, organized, and easy to find. Assisted by information capture, intelligent document processing solutions offer a seamless way to manage these tasks, making your business audit-ready and compliant with ease.
High stakes
Compliance with industry regulations is not just about avoiding penalties. It is about maintaining the integrity and reputation of your business. Regulatory bodies require organizations to keep accurate records and ensure that all necessary documents are easy to retrieve. This can be a daunting task, especially for large organizations with vast amounts of documents. However, with the right tools, you can simplify this process significantly.
Start with information capture solutions to ensure compliance
Automated data capture: Use AI, CML, and LLM technologies to automatically capture and classify documents. OpenText solutions eliminate tedious manual input and dramatically reduce human errors.
Accurate metadata: Extract accurate metadata from documents with a data capture solution like OpenText™ Capture to ensure that all necessary content is captured and stored correctly. This makes it easier to retrieve documents during audits.
Scalability: Select an information capture solution like OpenText™ Core Capture that is scalable and suitable for organizations of all sizes. Whether a small business or a large enterprise, you can tailor it to meet your specific needs.
Compliance and Governance: Combine intelligent information capture with the automated workflows within your content repository or process automation software to maintain compliance by automatically classifying and filing files based on extracted metadata. You will strengthen information governance and simplify the auditing process.
Simplify audits with intelligent document processing solutions
Audits are stressful and time-consuming. With IDP, auditing is much simpler. Intelligent document process solutions accurately capture and classify documents to ease retrieving any document needed for an audit. This not only saves time but also reduces the risk of non-compliance and the imposition of penalties.
With intelligent document processing solutions, organizations satisfy compliance requirements when they maintain accurate records and plan for easy retrieval. Plan now to stay ahead of industry regulations and make your business audit-ready and compliant with ease.
Are you ready to learn how intelligent document processing solutions can help your organization ensure compliance and simplify auditing? Explore OpenText IDP solutions to get started.
The customer journey has long been more than just a visualization of a customer’s ideal path through services offered. It is a powerful tool for understanding customer behavior, personalizing communication on behavioral insights, and optimizing the customer journey for the benefit of both, your customer and your organization.
Effective customer communication is crucial to the success of an organization in today’s hyper-competitive business landscape. The customer journey, which describes the customer’s path from the first awareness of a product or service to purchase and beyond, offers a valuable framework for optimizing this communication. By understanding the different stages of the customer journey, organizations can align their communication strategies to meet the needs and expectations of customers at every stage.
Four ways to optimize customer journeys
Take your customer communications to a new level by considering these four aspects:
Personalization: Customers expect personalized experiences tailored to their individual needs and preferences. Organizations can achieve this by collecting and analyzing behavioral data along the touchpoints to develop a detailed understanding of their customers. Use this data to create personalized messages, offers and recommendations that are relevant and engaging for the customer. Monitor with journey analytics the increase of key indicators for personalization success – such as email open rates, click-through rates and conversion rates.
Omnichannel communication: Customers use a variety of channels to interact with organizations, including email, social media, chat, phone and sometimes even letters and fax. Organizations need to ensure that their communications are consistent and seamless across all channels. This means that customers should be able to smoothly switch from one channel to another without losing context or having to repeat entering information. Through journey event pipelines, you integrate all communication channels into a centralized SaaS platform that ensures customer service agents can access all customer interactions, regardless of which channel the customer has chosen. Observe with journey analytics the change of key indicators for omnichannel communication – such as the positive customer satisfaction/sentiment and the decline of response times.
Proactive communication: Customers appreciate when organizations proactively reach out to them, remind them, and provide them with relevant information or support. This can be in the form of emails with product updates, select notifications about special offers, or proactive customer service. Use journey analytics to identify these moments when proactive communication could be valuable and use journey orchestration to automate a follow-up with customer communications. Track with journey analytics the upturn of key indicators for successful proactive communications – such as conversion rates and strengthened the customer relationship.
Continuous improvement: The customer journey is not static. Customers’ needs and expectations change over time. Organizations must therefore continuously review and improve their communication strategies to ensure they remain relevant and effective. Collect your customers’ feedback regularly with journey surveys or through the contact center. Analyze this data to identify areas for improvement and test potential journey advancements. Use journey analytics to track key indicators of improvement with different journey versions – such as time series analysis of customer satisfaction and conversions.
Customer journey success is no accident.
Optimizing customer communication along the customer journey is an ongoing process that requires commitment and investment. By considering the above aspects, organizations can develop an effective communication strategy that strengthens customer loyalty, increases customer satisfaction and ultimately boosts customer success.
With OpenText™ Core Journey,OpenText™ Core Messaging and OpenText™ Communications in OpenText™ Experience Cloud, journey managers can easily track the time customers spend at each stage, identify where drop-offs occur, and pinpoint the most engaging touchpoints. With these insights, your team can address weaknesses and optimize communications that drive better outcomes through journey actions directly triggering OpenText Communications. This ensures timeliness and eliminates unnecessary delays.
Are you ready to bring your customer communication strategy to the next level? Discover the game-changing potential of OpenText Core Journey and optimize your customer communications.
The pressure on insurance companies has never been higher. The increasing competition for both customers and employees has cast a light on the need for high customer and employee satisfaction while also managing costs so that premiums can be market competitive. On the surface, this balancing act appears unwinnable, especially in an industry that has long relied on onsite knowledge workers, extensive documentation, and manual multi-step workflows for key operations such as claims processing.
How can insurers deliver fast, knowledgeable customer service to a market that increasingly communicates digitally by text and instant messaging? By joining the industry leaders who are embracing AI technologies, including generative AI content management, and are expecting 20-30% reductions in loss-adjustment expenses, as well as reductions in claims payouts. These leaders know that AI and automation is foundational to support successful customer-facing employees who are in limited supply and a must-have to satisfying and retaining customers.
Deliver key information faster and easier to frontline staff with an AI content assistant
Starting with the first notice of loss (FNOL), your customer reaches out for help while in a difficult situation and feeling uncertain about what the claim processing experience will be like. Likewise, the assigned insurance claims rep is equally interested in a quick and successful resolution – to feel effective and positive about their role. Fortunately, even though the claims rep is new to the account, they can quickly ramp up their knowledge by typing questions into an AI content assistant available within the insurer’s content platform, such as OpenText™ Content Aviator, available for OpenText content management platforms. Within seconds and with no manual shifting through systems and documents, the insurance claims rep has this key information and is ready to help the customer get a quick resolution to the claim.
Summary of the customer’s claim
Required list of documents to close the case
Similar cases that closed quickly without escalation
Empower employees to focus on higher value tasks
Still interacting with OpenText Content Aviator, the insurance claims rep requests text to send to the customer based on these prompts:
customized for the specific claim
includes a list of the required information that is needed
written in the customer’s preferred language
The insurance claims rep uses a simple click to copy the communication and pastes it into the right communication channel for the customer. Now they can focus on complex claims that need human intervention – a much better use of their time than manually searching knowledge bases and communication templates for the right fit and language of content to send.
Satisfy customers with accelerated processes by knowledgeable support teams and AI content management
Throughout the claims processing experience, customers feel reassured working with a customer support team that has all their account information and knows how to smoothly move to the next steps. Customer satisfaction and retention improve by avoiding delays, eliminating unnecessary asks of the customer, and interacting with a confident customer support team.Check out this demo video of GenAI and OpenText Content Aviator to see an insurance adjustor and AI content assistant in action.
See how generative AI capabilities help summarize and complete an insurance claim.
Go a step further with intelligent document processing solutions
Even with GenAI assisting frontline staff, insurers need to integrate AI into claims processing backends. Intelligent document processing enhances both speed and accuracy when capturing actionable data from inbound documents.
OpenText intelligent document processing solutions use machine learning and large language models to automate document capture, recognition, and classification. This automation significantly reduces the time and effort required to process claims, leading to faster resolutions and improved customer satisfaction.
IDP solutions accurately extract relevant information from claims forms, policy documents, and customer correspondence, giving claims adjusters immediate access to the information they need to make informed decisions, without manual data entry or extensive document searches.
Every day, threat hunters navigate an overwhelming sea of data, sifting through countless logs from various sources. These logs, even after getting translated into alerts by various analytical tools, demand constant attention and scrutiny. Security analysts need to manually investigate thousands of alerts while frequently referencing external threat intelligence sources such as BrightCloud. Despite the availability of sophisticated analytics platforms, the sheer volume and complexity of data make efficient threat detection a daunting task.
By integrating AI into the threat-hunting process, alerts can be enriched with deeper contextual insights thereby reducing the manual workload. AI-driven summarization can distill vast amounts of information into concise, actionable summaries and narratives, helping analysts focus on critical threats faster. Additionally, AI can automate report generation and even suggest response strategies, streamlining incident resolution.
Reducing alert fatigue with AI-powered enrichment
Nearly every security tool on the market today can generate alerts after analyzing logs. These alerts may be rule-based or derived from machine learning models and help to reduce the burden from millions of log events to a more manageable number of alerts. However, even at this reduced scale, investigating these voluminous alerts remains a time-consuming challenge for threat hunters.
Each alert requires a deep dive into underlying raw events to extract contextual details. Analysts also must manually cross-reference multiple sources, looking up information such as process hashes or remote IP addresses in threat intelligence databases to determine if they appear in known blacklists. After all this effort, most alerts often turn out to be false positives, leading to wasted time and analyst fatigue.
Generative AI can play a powerful role in automatically enriching security alerts with contextual intelligence, significantly easing the burden on threat hunters. For instance, when the execution of an unusual process triggers an alert, analysts typically need to investigate manually. They look up the process hash to determine if it’s linked to known malware, examine the parent and grandparent processes for anomalies, and analyze the command-line arguments used during execution.
Organizations can automate much of this investigative work with recent advancements in generative AI. AI can generate enhanced alert descriptions incorporating critical details. These include process lineage, command-line inputs, and real-time reputation lookups for hashes and IP addresses. This enriched information empowers analysts to make quicker, more accurate judgments about which alerts warrant deeper investigation. It also allows them to identify which are likely false positives. By minimizing manual effort and improving decision quality, AI-driven enrichment helps security teams cut through the noise and focus on genuine threats.
Enhancing entity-based threat analysis with AI-driven summarization
User and Entity Behavior Analytics (UEBA) tools, such as Core Threat Detection and Response, take threat detection further by aggregating alerts based on associated entities such as users, machines, IP addresses, and more. Instead of analyzing individual alerts in isolation, these tools compute a risk score for each entity based on their associated alerts, allowing threat hunters to assess security incidents holistically. This approach helps identify patterns that might otherwise go unnoticed, including connections between seemingly low-severity alerts that, when correlated, reveal a more significant security threat.
In this approach, threat hunters typically prioritize their investigations on entities based on risk scores and manually review their corresponding alerts to reconstruct an entity’s activity timeline. However, this process still requires significant time and effort to stitch together multiple alerts and build a coherent story.
Streamlining with Generative AI
Generative AI can streamline this process by automatically summarizing anomalous activities for each high-risk entity, providing a concise yet comprehensive overview alongside the risk score. The workflow typically involves the following steps:
Identifying high-risk entities and relevant time windows: Focus is placed on entities that accumulate higher risk scores based on their associated alerts in a given period.
Ranking anomalies: Anomalies are prioritized based on their contribution to the entity’s risk. This ranking considers factors such as the importance of associated entities, the weight of the anomaly model, the nature of the suspicious activity, etc.
Selecting and compressing top anomalies: To ensure a holistic view, a curated set of significant anomalies is chosen across various behavioral dimensions—such as access patterns, authentication patterns, or access anomalies.
Constructing the anomalous narrative: A large language model (LLM) generates a human-readable summary that stitches these anomalies into a coherent story. This narrative contextualizes scattered alerts into a meaningful threat storyline, helping analysts understand what happened immediately.
By highlighting key behaviors and tying them to the broader risk picture, these AI-generated summaries enable analysts to focus their time and expertise on the entities that matter most. This approach accelerates decision-making and minimizes the risk of missing critical security threats hidden within alert noise. This narrative is further enhanced by associating potential MITRE ATT&CK techniques that map to the entity’s observed activities—a topic we’ll explore in more detail in an upcoming blog post.
From entity insights to organizational summaries
While entity-level summaries help threat hunters analyze individual users, machines, or IPs efficiently, they can extend the same AI-driven approach to provide a broader view of an organization’s overall security posture. By aggregating risk scores, anomalous activities, and trends across multiple entities, AI can generate a high-level summary of an organization’s security state at any given moment.
This organizational-level visibility enables security teams to identify larger attack patterns, persistent threats, and areas of concern that might not be evident from individual alerts. More importantly, AI can automate the generation of executive summaries and detailed security reports, offering CISOs and other stakeholders clear insight into the company’s threat landscape.
Smarter AI-driven responses
Security teams often rely on past experiences and documented response strategies to handle recurring threats effectively. However, manually searching through past cases, incident reports, and response playbooks can be time-consuming and inefficient. Fine-tuned Large Language Models (LLMs) integrated with Retrieval-Augmented Generation (RAG) can take incident response to the next level by learning from an organization’s historical security incidents.
This approach speeds up incident resolution and improves response accuracy by reducing reliance on manual research. Security teams can focus on executing the best course of action rather than spending valuable time piecing together historical data. Ultimately, AI-powered response recommendations transform threat hunting from a reactive process into a proactive and adaptive cybersecurity strategy.
Address key challenges in AI-driven threat-hunting solutions
While AI significantly enhances threat-hunting workflows, its adoption comes with several challenges that organizations must address to ensure security, accuracy, and usability.
Data security
Security logs could contain highly sensitive information crucial to an organization’s defense strategy. Allowing these logs to leave a secure environment for AI processing poses a risk that many organizations are unwilling to take. To mitigate this, AI models must be hosted within an organization’s Virtual Private Cloud (VPC), ensuring that all data remains in a controlled and protected environment. This approach allows organizations to leverage AI’s benefits while maintaining compliance with data security policies.
Data representation
Security data exists in various schemas, often containing unique terminologies and abbreviations specific to an organization. This inconsistency makes it challenging for AI models to interpret and process the data effectively. The retrieval mechanism must be designed to extract meaningful information while normalizing in-house terminologies into a format understandable by the AI model. Standardization ensures accurate insights and prevents misinterpretation due to data structure inconsistencies.
Prompting and output consistency
Ensuring that AI-generated outputs adhere to a consistent structure is critical for usability. For instance, if a UI engine expects responses in a specific JSON format with predefined keys, deviations from this standard could break the interface. Similarly, reports and summaries must follow a uniform structure and language to maintain clarity and usability. Establishing strong prompt engineering practices ensures that AI outputs remain predictable and seamlessly integrate into existing security workflows.
Addressing these challenges is key to successfully integrating AI into threat-hunting operations.
Conclusion: The future of AI-augmented threat hunting
Fusing human expertise with AI-powered efficiency is not just an advantage—it’s becoming necessary in the ever-evolving threat landscape. As cyber threats grow more sophisticated, the demand for real-time analysis, rapid decision-making, and precise incident response is higher than ever. While AI has already demonstrated its value in enriching alerts and summarizing security events, its role in proactive threat defense utilizing mechanisms such as agentic AI is still expanding. By autonomously analyzing patterns, detecting emerging threats, and taking predefined defensive actions, agentic AI transforms cybersecurity from a reactive model into a proactive and adaptive defense strategy.
Join OpenText Cybersecurity data scientists @ RSA 2025 where my colleagues and fellow data scientists, Nakkul Khuraana, and Hari Manassery Koduvely, will discuss ‘How to Use LLMs to Augment Threat Alerts with the MITRE Framework.’
Let’s face it: plain old SMS is starting to feel… well, a little 2005. Customers today expect more from their omnichannel messaging experiences — and guess what? OpenText™ Core Messaging is stepping up in a big way.
We’re excited to announce that rich communication channels such as WhatsApp and RCS are on the horizon — and they’re bringing with them a whole new world of interactive, secure, visually rich business messaging.
What’s new? It’s not just text anymore
Say goodbye to boring SMS text threads. With WhatsApp and RCS (Rich Communication Services)Business Messaging, you’ll be able to deliver:
Media-rich content (images, videos, maps!)
Location sharing
Quick reply buttons
Cards and carousels that let users browse, book, or buy — all in one chat
It’s not just messaging. It’s an interactive experience. Whether you’re confirming an appointment, promoting a new product, or helping someone book a service — everything happens inside one sleek, seamless conversation.
Security? It’s built right in
Worried about spam or sketchy senders? Don’t be.
WhatsApp Business requires strict Meta-verified registration — you have to prove you’re legit before you can message at scale.
RCS, backed by Google, has its own vetting standards to keep bad actors out.
And while OpenText Core Messaging gives you seamless access to both platforms — we just make sure you’re plugged into the right, verified ecosystem.
Your messages? Safe. Your brand? Trusted. Your customers? Confident.
Why it matters — especially to Gen Z (and the rest of us)
Let’s be real: Gen Z doesn’t just want to receive a message — they want to interact with it. Scrollable carousels, tappable replies, media-rich previews… it’s the new standard.
These upcoming features are purpose-built for the next generation of digital customer experiences — and businesses that adopt them early will stand out in a sea of static text.
TL;DR: Messaging, but make it awesome
With WhatsApp and RCS channels, OpenText Core Messaging will help you:
Engage customers where they are
Create richer, smarter, automated conversations
Build trust with verified, secure interactions
Drive better outcomes (and look really good doing it)
So go ahead — ditch the dusty SMS templates and step into the future of omnichannel messaging. Your customers (and your ROI) will thank you. Want to be among the first to roll out rich messaging at scale? Stay tuned — the future of business messaging is arriving soon, and it’s looking very good.
Organizations face a difficult dilemma in today’s monitoring landscape. Comprehensive visibility requires capturing and analyzing massive volumes of data—which have grown 5x over the past three years for the average company. Yet traditional observability platforms employ consumption-based pricing that creates unpredictable expenses as data volumes increase.
This financial reality forces IT teams to make problematic compromises:
98% of organizations report limiting data collection
Teams must choose which systems to monitor, creating blind spots
Critical security and compliance information may be discarded
Root cause analysis becomes more difficult with incomplete data
These compromises ultimately undermine the core purpose of observability: providing complete system visibility for faster problem resolution.
OpenText’s approach: Cost-effective observability at scale
OpenText™ has developed an observability strategy that focuses on affordability without sacrificing visibility. Our solution addresses the key challenges facing IT operations teams:
1. OpenTelemetry-based observability
OpenText Application Observability uses the OpenTelemetry standard to deliver logs, metrics, and traces for both cloud-native and traditional applications at a reasonable cost. This vendor-neutral approach enables portability across toolsets, expanding observability coverage without the vendor lock-in that drives up costs.
Using OpenTelemetry instrumentation, OpenText provides detailed visibility into application performance, allowing teams to visualize transaction dependencies, identify bottlenecks, and correlate logs to pinpoint issues.
Teams can quickly identify causes and impacts of infrastructure problems across cloud and on-premises environments with guided troubleshooting that accelerates root-cause analysis.
OpenText Core Cloud Network Observability discovers and monitors physical and virtual networks, delivering unified visibility into network performance—essential for maintaining service levels in hybrid environments.
Real-world benefits: Cost savings and performance gains
Organizations using OpenText’s observability solutions report significant improvements:
This comprehensive approach creates a closed loop between observing, analyzing, and resolving issues—maximizing the value of observability investments.
Getting started with affordable observability
If you’re concerned about monitoring costs spiraling out of control, OpenText offers a path forward:
Evaluate your current observability coverage and cost structure
Consider OpenText’s domain-spanning solutions for complete visibility without surprise bills
By partnering with OpenText, you can build high-speed, reliable IT operations that deliver the performance modern businesses demand—without the unpredictable costs that plague traditional observability approaches.
To gain and retain customers, organizations must continually improve efficiency and enhance customer satisfaction. In response, intelligent document processing (IDP) emerged as the solution to deliver the speed and accuracy that are critical in customer service workflows. By leveraging advanced technologies like artificial intelligence (AI) and automation, intelligent document processing solutions transform how organizations handle customer interactions and manage information.
The role of intelligent document processing solutions in customer service
Intelligent document processing solutions automate the capture, classification, data extraction of various document types, and then deliver process automation based on the actionable data. IDP is vital in customer service scenarios where timely and accurate information is crucial. When a customer submits a question or a complaint, imagine how much quicker your response will be when you automatically process the relevant documents—such as emails, forms, or scanned images—and route them to the appropriate department!
IDP is valuable across industries. A financial services company can use IDP to automate the processing of loan applications to reduce the time required to approve loans and improve customer satisfaction. Similarly, a healthcare provider can use IDP to manage patient records more efficiently and ensure that critical information is available when needed.
Streamline customer interactions
Traditional customer service processes often involve manual data entry and document handling, which can be time-consuming and prone to errors. IDP automates these tasks to reduce the workload on customer service representatives and allow them to focus on more complex and value-added activities.
Delays in processing customer requests lead to dissatisfaction and lost business. IDP speeds up response times and improves the accuracy of the processed information. Consider a scenario where a customer submits a support ticket with attached documents. An IDP solution can quickly analyze the content of these documents, extract relevant data, and update the customer service system or CRM. This allows customer service representatives to access all necessary information instantly, enabling them to resolve issues more efficiently.
Enhance compliance and security
Customer service departments often handle sensitive information that they must manage in accordance with regulatory requirements. To help maintain compliance and build customer trust, IDP solutions accurately classify documents and enrich them with metadata to enable secure storage and easy retrieval.
Real-world impact of intelligent document processing solutions
Many organizations have successfully implemented intelligent document processing solutions to elevate their customer service and customer support. Plus, they supported their organizational sustainability programs by reducing the use of paper! Here are a few notable examples who use OpenText IDP solutions:
ENGIE Italia: To delight their energy customers and foster long-term loyalty, this company automated the processing of almost 500,000 pages of energy contracts, customer claims, payment instructions, and more. They accelerated delivery of documents to customer service agents from three days to 30 minutes, enabling faster support.
Department of Social Development, Republic of South Africa: This public sector organization transformed its social assistance appeals processes from manual, paper-based workflows to intelligent document processing. As a result, they accelerated their case handling rate from less than 50% to over 98%, reduced case resolution time to meet targets, and earned citizen trust and confidence.
National Bank for Agriculture and Rural Development: This government-owned bank digitally transformed its case management processes from manual, paper-based workflows to efficient digital workflows. They saved over 2.4 million pages of paper, reduced CO2 emissions by 10 tons, and processed more than 120,000 digital cases
These examples highlight the tangible benefits of adopting IDP to accelerate and better support customer service workflows, showcasing reduced resolution times and better customer experiences.
Are you ready to learn how intelligent document processing solutions can help your organization focus on delivering world-class customer service and support, not chasing customer data?