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Author's profile photo Kiran Karadi

FAQ – C4C Tagging and Text Analysis – Hana Text Analysis

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.

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      Author's profile photo Ginger Gatling
      Ginger Gatling

      Super- thanks, Kiran!!

      Author's profile photo Shinsuke Soeda
      Shinsuke Soeda

      Thank you for useful information.

      Author's profile photo Kendal Evans
      Kendal Evans

      Hi Kiran,

      Do you know if the text analysis can be used to route tickets?

      If it can, I have not found where this can be configured, so my assumption is 'no', is this correct?



      Author's profile photo Kiran Karadi
      Kiran Karadi
      Blog Post Author

      You are right. Tags cannot be used for routing.

      Author's profile photo Former Member
      Former Member

      Hello, I'm trying to tag more than one person on private messages in feed's work center. Is it possible to send a private message to more than one person in the same feed? I believe that right now, C4C only allow us to send a private message to one person.