In Signals, Themes and Topics give you visibility into what primary conversation drivers are arising naturally across customer conversations. Topics are the specific, individual words that are arising across conversations, as identified by AI. Themes are made up of groups of Topics that have been bundled together, leveraging AI.

These reports will help you see what Themes and Topics are coming up most often, how they are trending over time, and how they relate to Eddy Effect prevalence.

Themes and Topics reports in Signals can help you gain:

The macro, big picture "things" being discussed across conversations, made up of groups of closely related Topics.

The smaller, more specific items driving customer conversations. When grouped together, these make up Themes.

For example, a possible Theme could be "authorization", while Topics that make up that theme could be "prior authorization," "patient authorization," etc.

Another example of a Theme could be "treatment disruption," while Topics for that theme could be "lapse in insurance," "change in insurance," "BV/PA delay," and so on.

This panel displays the top 4 topics that are increasing at the greatest rate within the selected time period (taking filters into account). This report will also show you percent growth of each of these top 4 topics.

Use this report to see which topics are coming up most often, accounting for filters, and what their percent increase/decrease is within the selected time period. This report helps you answer questions like:

Use this report to see what Themes are most often driving conversations. Then, click into any of these Themes to either view the conversations where that Theme has been identified, or to explore the underlying Topics within that Theme.

The example below drills into the Topics that make up the Theme of Payment Issues.