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Sentiment score calculation

SauMaris
Contributor
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Does anyone know how sentiment score is calculated? I cannot find detailed description in the application help and it is not working for us.

Maris

Accepted Solutions (1)

Accepted Solutions (1)

Shabana_Ansari
Employee
Employee
0 Kudos

The sentiment score indicates the contact’s attitude towards your company and products. It is based in the number and rating of the contact’s posting in social media. The sentiment score is expressed in the following five values or score points: 

  • 5 = Strong positive 
  • 4 = Weak positive 
  • 3 = Neutral 
  • 2 = Weak negative 
  • 1 = Strong negative         

For the calculation of the score, only Interactions which have a valuation(>0)  will be considered. If, for example, the contact has 200 postings with the following ratings than the sentiment score is neutral: 80 postings are strong positive (80 x 5 = 400 score points), 20 postings are weak positive (20 x 4 = 80 score points), 10 are neutral (10 x 3 = 30 score points), 40 are weak negative (40 x 2 = 80 score points), and 50 are strong negative (50 x 1 = 50 score points). The total of score points is 640 score points; 640 score points divided by 200 total postings is 3.2 = neutral. In case of more questions please let me know..

SauMaris
Contributor
0 Kudos

Thanks for great explanation!

How valuation for interactions is defined?

For example, that check-out interaction gives higher score than social media post. But how to valuate social media posts? There isn't such an AI who can valuate a score of social media

Shabana_Ansari
Employee
Employee
0 Kudos

Valuation of Interactions can be provided explicitly using the the Valuation field in the Interactions Interface.

Additionally in Hybris Marketing, the Social posts are analyzed using the SAP HANA Text Analysis to determine the 'sentiment' and this is stored in the Valuation of the Interaction if not already available.

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