3806079 - How Sentiment Analysis Runs in Relationship Intelligence

You have configured Sentiment Analysis in Relationship Intelligence and want to understand how the sentiment calculation is performed and analysis frequency.

SAP Sales and Service Cloud Version 2

• Prerequisites: This feature has restricted availability. To request access to Sentiment Analysis, create a support case under component CEC-CRM-REL.
• How Sentiment Analysis Works:
  • Only inbound emails are considered for sentiment analysis.
  • The sentiment calculation is based on the latest five inbound emails associated with the relationship.
  • Sentiment Analysis runs automatically every 48 hours.
  • During each execution cycle, the system evaluates the most recent five inbound emails available at that time.

• Example:
  Assume the previous analysis was based on five inbound emails. If one new inbound email is received during the next 48-hour period:
  The new email is included in the next analysis run.
  The system recalculates sentiment using: The newest inbound email, and the previous four most recent inbound emails.
  As a result, the analysis always considers the latest five inbound emails, rather than continuously accumulating all historical emails.

AI-Assisted Contact Sentiment Analysis from Emails

Relationship Intelligence, AI Relationship Insights, Sentiment Analysis, Sentiment Score, Inbound Email, Incoming Email, Email Sentiment Analysis, Relationship Insights, Customer Sentiment, Sentiment Calculation , KBA , CEC-CRM-REL , Relationship Manager for SAP Sales/Service Cloud , How To

SAP Sales Cloud and SAP Service Cloud Version 2 all versions