As a company grows, information becomes scattered. Contracts end up in shared folders, candidate documents go unclassified, customer inquiries sit waiting for a response across multiple channels and technical articles are lost in disconnected repositories.
The result is predictable: teams waste too much time searching for information, and processes become bogged down by manual lookups, unnecessary validations, and decision-making based on incomplete data.
OpenText Content Aviator its the OpenText generative AI assistant and it transforms this reality. However, as we have discussed in another article, AI does not act alone and requires reliable sources to feed on.
Likewise, the solution requires two layers: OpenText Content Management (Extended ECM) or OpenText Core Content, where all information is centralized, silos are eliminated, and processes are organized. Content Aviator, the generative AI assistant, makes that information accessible, understandable, and actionable through conversational search, intelligent summarization, contextual discovery, and automatic translation.
With OpenText Core Content or OpenText Extended ECM as the foundation for centralizing and governing corporate knowledge, OpenText Content Aviator allows users to find, understand, and leverage information faster and more intelligently. Thanks to features like conversational search, automatic summaries, contextual discovery, and real-time translation, organizations can accelerate critical processes, improve productivity, and turn information into a competitive advantage.
In this article, we analyze how Content Aviator accelerates four critical processes: sales management, talent onboarding, customer service, and research and development innovation.
4 areas where AI-powered content management accelerates business processes
1. Sales: more time selling, less time searching
Previous proposals, customer profiles, contract terms, communication histories. Everything exists within the organization, but it is fragmented across the CRM, shared folders, emails, and legacy systems.
The result is that the sales team misses opportunities due to a lack of context, the sales cycle drags on, and many proposals lack strategic personalization.
The solution: Document Management + Content Aviator for sales teams
Content Aviator, integrated into secure content management platforms like OpenText Extended ECM or OpenText Core Content Management, makes what matters most available at the right time.
Let's look at how the combination of both products provides the business user with the perfect duo for accessing the information needed to boost productivity:
- OpenText Extended ECM or Core Content: integrate all sales documentation (proposals, case studies, contracts, client profiles) into a centralized repository, eliminating system silos.
- Content Aviator: puts that information at the salesperson's fingertips through conversational search: the salesperson asks questions in natural language, and Aviator retrieves and summarizes the relevant context in real time.
Specific benefits of Aviator in Sales:
• Higher quality prospect engagement: analyzes information to segment prospects and personalize outreach, improving close rates.
• Enriched communication: optimizes communication clarity and accelerates follow-up cycles.
• Operational efficiency: automates repetitive tasks and speeds up decision-making.
• Accelerated onboarding: speeds up ramp time and skill development for new sales hires.
Verified Impact: 82% of salespeople using AI are confident in the future of their role, compared to 67% without AI (Salesforce, State of Sales Report, July 2024)
This reflects a clear operational reality: when salespeople have information at their fingertips, their confidence in the commercial strategy increases.
2. Human Resources: accelerated hiring and retention
The hiring cycle can be quite slow. Reviewing resumes, validating competencies, and so on, means navigating through skill matrices, previous evaluations, and performance histories, which takes time. HR teams spend hours compiling this type of information.
Talent retention also suffers: performance reviews, development plans, and compensation histories are scattered across multiple systems.
HR Transformation with Content Aviator
HR teams face multiple friction points: time-consuming manual content searches, uncertainty when evaluating candidates due to high application volumes, and generic training programs that do not address the specific needs of roles or teams.
The solution: Content Aviator for HR teams
In this case, we will have, on one hand, centralized policies, hiring guides, development plans, and employee documentation in a governed repository. On the other hand, Content Aviator will provide HR with conversational access: natural language search, policy summaries, document translation, and relevant contextual content for each process (screening, onboarding, development)[LP3.1][BD3.2] by accessing that repository.
Specific benefits of Aviator in Human Resources:
• Reduced recruitment time: Accelerates candidate screening and interviews, allowing for faster and more effective engagement with talent.
• Employee retention rate: Improves well-being by eliminating repetitive tasks and simplifying HR processes.
• Risk mitigation: Automate HR tasks, ensure policy consistency, and streamline compliance tracking.
• Instant access to policies, guides, and best practices
• Insights for hiring, promotion, and resource allocation decisions.
3. Customer Service: personalized experiences and faster resolution
Support teams face various challenges such as low First Contact Resolution (FCR) rates due to incorrect or scattered customer information, rigid service hours, or low customer satisfaction caused by reliance on manual tasks and long wait times.
The solution: OpenText xECM or Core Content + Content Aviator for support teams
Content Aviator provides users with a 360° view of the customer and their interaction history, instantly accessing content managed by the intelligent Content Manager, such as customer history, tickets, interactions, and more.
With Content Aviator, support teams can reduce Average Handle Time (AHT), improve customer satisfaction scores, and increase FCR rates.
Specific benefits of Aviator in Customer Service:
• Personalized support: analyzes past interactions and adjusts responses using customer history, improving the experience.
• Support team productivity: conversational searches accelerate resolution, allowing focus on complex issues
• Knowledge base relevance: improves learning by providing new information and feedback, keeping the base updated and consistent. Additionally, dynamic and contextual access to the knowledge base ensures the correct information is used
• Rapid retrieval of the most relevant information and customer data.
• Guaranteed access to consistent and accurate information.
• Assistance at any time, even outside of business hours.
Verified Impact: 63% of service professionals believe that GenAI technology will allow them to serve customers faster (Salesforce, Sales, Service and Generative AI: New Research, June 28, 2023)
4. R&D: context-based innovation
Research & Development teams require speed, insight, and collaboration. However, traditional methods cannot keep pace with innovation when critical information is scattered, connections between research are difficult to establish, and cross-departmental information gathering is manual and slow.
The solution: Content Aviator integrated into the intelligent Content Manager
OpenText Content Aviator integrated into your content management system empowers these teams, helping to find previous work, discover hidden connections, and accelerate breakthroughs. Examples include conversational search across papers and past research, identification of patterns and trends, connecting related concepts, and summarizing complex findings.
Specific benefits of OpenText Aviator in R&D:
• Accelerated iteration cycle: Faster insights and more effective teamwork speed up iterative processes, allowing for a focus on high-impact work. Quick access to previous research eliminates redundant work and accelerates ideation.
• Trend and pattern detection: Identifies trends and patterns in documents such as research papers, technical specifications, development plans, and regulatory compliance documentation.
• Knowledge reuse: Connects related concepts from previous projects to generate new ideas and product improvements.
How OpenText Content Aviator works
Content Aviator is not a generic chatbot. It is a specialized solution that integrates:
1. Access to the centralized content repository.
• Access to documents, contracts, histories, and knowledge bases stored, for example, in Extended ECM.
• Metadata synchronized with systems like SAP.
• Integrated data governance and regulatory compliance.
2. Natural language processing engine.
• Contextual understanding of questions.
• Extraction of relevant information from complex documents.
• Generation of coherent and accurate summaries.
3. Integration with the OpenText ecosystem.
• OpenText Extended ECM for document management.
• OpenText Vendor Invoice Management for procurement processes.
• Integrated compliance and governance.
4. Security and governance.
• Role-based access control.
• Query and access auditing.
• Regulatory compliance (GDPR, ViDA, SOX, etc.)
Why Brait for OpenText Content Aviator
At Brait, we combine years of expertise in SAP and OpenText with a comprehensive approach to digital transformation. We also have a department specialized in artificial intelligence within the SAP environment.
Our in-house development team focuses on specialized customization, integrating your systems (payments, invoicing, bank reconciliation, document management, regulatory compliance, etc.) into a strategic roadmap to turn content management into an asset that accelerates operations across the entire organization.
Want to know if Content Aviator is the right tool for your organization?
Contact us for a free assessment.
.jpg)
