An Eddy is a naturally occurring phenomenon where flowing water is interrupted by a barrier that stops its forward momentum.

Our proprietary Eddy Effect model detects disruptions in your member or patient journey by identifying points of friction in their experience.

Detecting an Eddy in a conversation can help your team understand what conversation topics drive negative sentiment, unresolved issues, churn, therapy abandonment, disenrollment, and more.

Eddy reports help you explore the question: in what situations do my customers experience friction or feel stuck?
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In Signals, you’ll be able to dive deep into understanding customer friction points, or Eddies. You’ll be able to answer questions like:

At the top of the Eddy Reports page, you’ll see an overview of:

This gives you a quick snapshot of the data before diving into the reports.
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This report tracks the amount of times (by count or percentage) that customers are experiencing friction points, or Eddies, over time.

This report helps you see how customer friction/challenges are trending over time, to identify whether the actions you are taking are helping to reduce instances of the Eddy Effect.
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Use this graph to track how often specific classifiers appear in conversations. Then, compare this with the Eddy Identified bar to see how frequently Eddies occur in those same conversations, helping you understand the link between certain classifiers and customer friction points.
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Classifiers are generated from human-defined rulesets of words and phrases. This graph helps you see how frequently an Eddy is identified in conversations that involve a specific classifier.
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This graph allows you to track the trend of Eddy prevalence in conversations that include selected classifiers over time. You can also filter the graph to include or exclude specific classifiers if desired.
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Use this graph to see how often an Eddy is found when a question is answered different ways on an evaluation.
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Use this graph to see trending data about how often an Eddy is found when a question is answered different ways on an evaluation.
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Use this graph to explore whether the average score of a question on an evaluation correlates with the presence of an Eddy.
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This graph allows you to track the trend of average evaluation scores over time and examine whether these scores correlate with the presence of an Eddy.