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