We redesigned and enhanced the Themes engine. Our latest release, Version 2 (V2), updates how customer feedback is collected, analyzed, and displayed across the platform. This article highlights the key differences between Version 1 (V1) and V2.
What's new at a glance
- Broader text coverage: V2 analyses comments, free text, and responses to additional questions from Dynamic surveys. V1 only analysed comments.
- Theme suggestion limits: V1 capped suggestions at 6, with a maximum of 3 words each. V2 removes both limits.
- Themes flow downstream: V2 passes full theme context (AI and custom) into Survey Report, AI Insights, Areas of Improvement, and NiceAI.
- Admin controls: Admins can tag and un-tag responses and manage themes. Changes persist and duplicate custom themes auto-match.
- Detect emerging themes: users can use Ask NiceAI to detect emerging themes.
- Subthemes: Hierarchical themes can be identified using emerging themes detection, and users have the option to manually add subthemes.
- Upgraded AI models: Higher-throughput models support larger data volumes and faster processing.
Side-by-side comparison of V1 and V2
| Function | Version 1 | Version 2 |
|---|---|---|
| Migration: accounts who used Version 1 |
| |
| Theme generation: text analyzed | Comments only. | Comments, free text, and responses to additional questions from Dynamic surveys. |
| Theme Suggestions (new accounts) | 3 words per suggestion, capped at 6 suggestions. | No word or count limit. When no data is available, themes are generated based on the customer's domain. |
| Survey Report | Theme detail not passed through. | Theme detail passed through. Covers both AI and custom themes. |
| AI Insights & Areas of Improvement | Theme detail not passed through. | Theme detail passed through. Covers both AI and custom themes. |
| NiceAI | Theme detail not passed through. | Theme detail passed through. Covers both AI and custom themes. |
| Tag / Un-tag | Not available. | Available to Admin users. Updates and removals persist, tags will not be re-applied automatically. |
| Emerging themes | Not run on a defined schedule. | Triggered via a button and uses Ask NiceAI to detect new themes. |
| AI models | Previous-generation models. | Newer, higher-throughput models to handle higher data volume. |
| Custom themes | Limited support. | Admin users can add and edit themes. Duplicate custom themes auto-match existing entries. |
| Sub-themes | Not available. | Available. Can be added manually and detected when triggering Emerging Themes discovery. |
| Sentiment Analysis | Not available. | Per theme sentiment is analyzed over the past 90 days, starting from when the switch occurs and continuing afterward. |
Frequently asked questions
Will existing themes be lost during migration to V2?
No. Pre-existing themes are retained during the migration. New themes surfaced by V2 will appear under Emerging themes.
Does V2 re-tag historical responses automatically?
When customers are manually migrated to V2, responses from the previous 90 days are re-processed under V2 logic. Older responses are not re-processed as part of the migration. Any tag changes made manually by an Admin will persist and won't be overwritten.
When will new Emerging themes appear?
Emerging themes appear when the button Detect Emerging Themes is clicked. This will trigger a pre-populated prompt to detect any new themes. Once new themes are detected the users can decide if to add these themes to the list.
Where do starting themes come from for brand-new V2 customers?
For new tenants without a response history, V2 suggests a starting set of themes based on the client's organizational domain. These are accepted as the initial configuration and will be refined as responses come in.
What changes will Admin users see?
Admins get four new capabilities:
- Tagging and untagging responses
- Per themes sentiment analysis
- Adding or editing themes
- Hierarchical themes