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Function documentation Content Analysis Locate the document in its SAP Library structure

Use

This function identifies for a specified content the categories that best suit this content and makes automatic category suggestions.

The suitable categories are determined by means of content queries, which were assigned in the BSP application category editor to the schemas that are used.

Integration

Function

Description

People-Centric UI Category Modeler

You define content queries for the content analysis in the category editor.

If necessary, you can reset the content analysis on the Application Areas tab page for each application area. You do this by choosing Reset Content Analysis.

E-Mail Response Management System (ERMS) automated processing

 

The ERMS manages a high volume of inbound e-mails. This system partly automates routing and responding to e-mails.

The ERMS automated processing of e-mails uses the content analysis to evaluate conditions that involve categories. The following ERMS components relate to content analysis:

·        Fact gathering

·        Rule operator Matches Category and Rule Attributes

For more information about ERMS repository, see Structure linkRepository.

Interaction Center (IC) WebClient

Content analysis provides suggested categories based on the content of e-mails that are sent to the Interaction Center WebClient and are selected for processing in the agent's inbox. These categories are then displayed in the relevant fields of the following applications:

·        Service order

·        Service ticket

·        Complaints

·        Case Management

·        Interaction record

Prerequisites

You have defined:

·        Content analysis settings in Customizing in Customer Relationship Management ® CRM Cross-Application Components ® Multilevel Categorization ® Define Application Areas for Categorization.

·        Categorization profiles in Customizing in Customer Relationship Management ® Interaction Center WebClient ® Business Transaction ® Define Categorization Profiles.

Features

·        Automated categorization

Category suggestions are made automatically using content queries.

For more information, see Auto Suggest.

·        Language detection

The content analysis also supports automatic language detection for textual content.

See also:

Multilevel Categorization

 

 

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