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Support Article

Text Analyzer does not detect categories for some words



When using Pega Customer Service 7.31 on Pega 7.31, Text Analyzer does not detect categories for some words.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create a taxonomy.
  2. Duplicate the categories and add 'Should Words' and 'Must Words'.
  3. Open any Text Analyzer rule
  4. Navigate to Actions.
  5. Select Run.
  6. Enter some text (representatives or clarification) from the Taxonomy on the Run window.
  7. Click Run.

Root Cause

A software use or operation error.

The Taxonomy was created incorrectly. Duplicate categories were created in the Taxonomy and Rule-Based Classification was not used for classification reference.


Here’s the explanation for the reported behavior:

The rule-based classification model used only the Taxonomy provided. 
For the Rule-Based Classification model, the test sentence is classified to a particular category when atleast one 'Should Word' is present in the sentence from all the 'Must Words' (if present in the Taxonomy) that are in the sentence.


Published August 24, 2018 - Updated December 2, 2021

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