Software Feedback Aggregation via Telemetry Correlation
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Solution Overview
Problem
Conventional user feedback systems for software applications lack efficiency in diagnosing and resolving user experiences, as they often rely on manual reporting and do not effectively aggregate telemetry data and user feedback to provide timely and targeted solutions.
Innovation Solution
A system that combines telemetry data and user feedback into a standardized data model, allowing for real-time analysis and diagnosis of software performance issues, and facilitates communication between users experiencing similar problems, while also enabling adaptive virtual communities for collaborative problem-solving.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If manual reporting methods are used for user feedback, then system complexity is reduced, but diagnosis speed and resolution efficiency deteriorate
Solution Approach 1:
The patent replaces manual reporting mechanisms with automated telemetry data collection and analysis systems. The system automatically gathers performance metrics, logs, and diagnostic information from the software application, eliminating the need for manual user reporting while significantly accelerating diagnosis speed and resolution efficiency.
2Ease of operation
If telemetry data and user feedback are collected separately, then data collection simplicity is maintained, but problem diagnosis accuracy deteriorates
Solution Approach 1:
The patent merges telemetry data collection with user feedback collection into a unified data gathering mechanism. Both automated system metrics and user-reported issues are collected simultaneously and correlated through common identifiers, enabling accurate problem diagnosis by combining objective performance data with subjective user experiences.
3Loss of information
If comprehensive telemetry data is collected continuously, then diagnostic information completeness is improved, but data processing load and storage requirements increase
Solution Approach 1:
The patent extracts and prioritizes only the most relevant telemetry data points for continuous collection, such as error logs, performance metrics, and diagnostic information. Less critical data is sampled or aggregated, reducing overall data volume while maintaining completeness of essential diagnostic information.
4Device complexity
If user feedback is processed manually by support personnel, then system implementation cost is reduced, but resolution time and user satisfaction deteriorate
Solution Approach 1:
The patent implements automated analysis and resolution systems that process user feedback without requiring manual intervention from support personnel. The system automatically correlates telemetry data with user reports, identifies root causes, and generates resolutions or patches, enabling rapid problem resolution while reducing ongoing operational costs.
Data Source
AI summary
A user feedback system for improving a performance of a software application is described. The feedback system includes a telemetry collection system and a user feedback collection system. A context aggregator collects data from both the telemetry collection system and the user feedback collection system, and constructs a data model that characterizes the data. Using this data model, the feedback system is able to provide or enable software support in a timely, convenient, and useful way. Specifically, data in the data model is standardized across a number of software applications and/or users, so that multiple data models, along with other data sources, may be meaningfully compared to identify a problem, and possibly a solution, associated with an operation of the software application. Additionally, users of the feedback system may be connected with a virtual community of other users who the system has determined may be helpful in assisting one another.