GenAI That Knows Your Business Changes Everything
OpenText, Wednesday, October 21st, 2026
OpenText argues knowledge-driven GenAI grounded in company data beats generic LLMs for high-stakes customer communications.
OpenText says GenAI improves customer experience only when it draws on what a business actually knows.
A model that has never seen a company's policies, claims history or customer records can produce polished but wrong letters.
Many enterprises have tried generic AI writing tools only to spend time checking figures, fixing tone and confirming regulatory compliance.
The post makes the case for knowledge-driven GenAI, especially for teams sending high-stakes customer communications.