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This document captures common questions on this topic. These are valid as of C4C 15.05 version.

Q1. What is the engine behind text analysis.

Answer - Hana Text Analysis v1.85 (part of SPS 08). Used for  both Tagging(auto-tagging) and Sentiment Analysis(automatic sentiment determination)

Q2 - Where is Auto-Tagging used ?

Answer - Used in analyzing incoming Service/Social interactions - Eg social media mentions "Chris Rock is a big fan of iPhone" - Name "Chris Rock" and "iPhone" are tagged for that message. C4C user (agent) can manually change and update these.

Q3 - Where is Sentiment Analysis used?

Answer - Used in analyzing incoming Service/Social interactions. Systems detects sentiment and marks these interactions with positive/negative/neutral sentiments.  C4C user (agent) can manually change these.


Q4 - Does engine use dictionaries?

Answer -  Yes engine uses different dictionaries for different languages. These are standard predefined dictionaries.


Q5 - Can customer tweak the standard dictionary or define custom dictionaries? Can customer influence this process?

Answer - At this point, no.  Engine uses standard dictionaries for both sentiment analysis and tagging.

Q6 - What languages are supported?

Answer - English, German, Spanish, French, Italian, Norwegian, Portuguese  and Traditional Chinese.

Related blog - http://scn.sap.com/thread/3761609

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