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

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

Themes and Drivers reports in Signals can help you gain:

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

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

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

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

You will notice three standard insights cards (Total conversations, Average call duration with/without an Eddy, and Conversations with an Eddy) to the Themes and Drivers page. This will allow you to get all the info you need in one place, rather than needing to jump across dashboards.

This panel displays the top 4 Drivers 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 Drivers.

Use this report to see which Drivers 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 Drivers within that Theme.

This chart also supports Group By, so you can break it into stacked bars by Agent, Hierarchy, Classifiers, and other dimensions. See Grouping in Signals: How It Works for details.

Use this graph to see how selected themes are trending over time

Use this graph to see how often themes are present in conversations. Then, look at the Eddy Present bar to see how often Eddies are present in conversations that include the theme.

Click into a Theme to reveal contributing Drivers or Conversations.

The example below drills into the Topics that make up the Theme of Authorization and Access Management.

You can also view underlying Conversations for any Driver. Click into any individual Driver to see the underlying conversations where that Driver was identified.