Managing feedback data

• US 20060026210A1
• Filed: 07/28/2004
• Published: 02/02/2006
• Est. Priority Date: 07/28/2004
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Nelson, Douglas R., Vaszary, Mark K.
• Application Number:
  US10/902,456
• Publication Number:
  US 20060026210A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/353 into predefined classes
• CPC Class Codes: G06F 16/355 Class or cluster creation or modification

Abstract

A method for managing user feedback data is disclosed. The method includes receiving the user feedback data. The method also includes categorizing the user feedback data using a data transformation engine, thereby creating categorized user feedback data, whereby a first data item of the user feedback data that fails to be categorized in accordance with a set of existing categorization rules by the data transformation engine is flagged for attention.

Claims

1. A method for managing user feedback data, comprising:

receiving said user feedback data;

categorizing said user feedback data using a data transformation engine, thereby creating categorized user feedback data, whereby a first data item of said user feedback data that fails to be categorized in accordance with a set of existing categorization rules by said data transformation engine is flagged for attention.

2. The method of claim 1 further comprising

analyzing said categorized user feedback data, thereby creating a set of analysis results, and

presenting at least one analysis result of said set of analysis results in a panel in a computer display for viewing.

3. The method of claim 2 wherein said at least one analysis result is presented in said panel as a hyperlinked viewable data item.

4. The method of claim 2 further comprising displaying at least one of an analysis rule employed for obtaining said at least one analysis result and a first set of user feedback data items employed to obtain said at least one analysis result if a human viewer viewing said hyperlinked viewable data item activates a hyperlink associated with said hyperlinked viewable data item.

5. The method of claim 2 wherein said panel includes user-configurable controls for permitting a viewer of said panel to modify rules employed to analyze said categorized user feedback data.

6. The method of claim 1 further including flagging an analysis result if said analysis result satisfies a pre-defined condition.

7. The method of claim 6 further comprising providing at least one of an audible alert and a visual alert if said analysis result satisfies said pre-defined condition.

8. The method of claim 6 further comprising automatically activating a business rule if said analysis result satisfies said pre-defined condition.

9. The method of claim 1 wherein said categorizing engine includes a self-learning feature.

10. The method of claim 9 wherein said self-learning feature is implemented using fuzzy logic.

11. The method of claim 9 wherein said self-learning feature includes incorporating a new categorization rule into said set of categorization rules if said first data item is categorized into a first category with human intervention after said flagging, said new categorization rule applies to a second data item that is similar in categorization characteristics to said first data item to categorize said second data item into said first category.

12. The method of claim 1 wherein at least a subset of said user feedback data is received using instant messaging technology.

13. The method of claim 1 wherein at least a subset of said user feedback data is received using a first user feedback pop-up window that is activable by a tester, said first user feedback pop-up window implementing a pre-defined feedback form.

14. The method of claim 13 wherein said user feedback data pertains to a product under testing, said first user feedback pop-up window is specific to a first feature of said product that is under testing by said tester, said first user feedback pop-up window being different in content than a second user feedback pop-up window associated with a second feature of said product.

15. An article of manufacture comprising a program storage medium having computer readable code embodied therein, said computer readable code being configured to manage user feedback data, comprising:

computer readable code for receiving said user feedback data;

computer readable code for categorizing said user feedback data using a data transformation engine, thereby creating categorized user feedback data, whereby a first data item of said user feedback data that fails to be categorized in accordance with a set of existing categorization rules by said data transformation engine is flagged for attention.

16. The article of manufacture of claim 15 further comprising

computer readable code for analyzing said categorized user feedback data, thereby creating a set of analysis results;

and

computer readable code for presenting at least one analysis result of said set of analysis results in a panel in a computer display for viewing.

17. The article of manufacture of claim 16 wherein said at least one analysis result is presented in said panel as a hyperlinked viewable data item.

18. The article of manufacture of claim 16 further comprising computer readable code for displaying at least one of an analysis rule employed for obtaining said at least one analysis result and a first set of user feedback data items employed to obtain said at least one analysis result if a human viewer viewing said hyperlinked viewable data item activates a hyperlink associated with said hyperlinked viewable data item.

19. The article of manufacture of claim 16 wherein said panel includes user-configurable controls for permitting a viewer of said panel to modify rules employed to analyze said categorized user feedback data.

20. The article of manufacture of claim 15 further including computer readable code for flagging an analysis result if said analysis result satisfies a pre-defined condition.

21. The article of manufacture of claim 20 further comprising computer readable code for providing at least one of an audible alert and a visual alert if said analysis result satisfies said pre-defined condition.

22. The article of manufacture of claim 20 further comprising computer readable code for automatically activating a business rule if said analysis result satisfies said pre-defined condition.

23. The article of manufacture of claim 15 wherein said categorizing engine includes a self-learning feature.

24. The article of manufacture of claim 23 wherein said self-learning feature is implemented using fuzzy logic.

25. The article of manufacture of claim 23 wherein said self-learning feature includes incorporating a new categorization rule into said set of categorization rules if said first data item is categorized into a first category with human intervention after said flagging, said new categorization rule applies to a second data item that is similar in categorization characteristics to said first data item to categorize said second data item into said first category.

26. The article of manufacture of claim 15 wherein at least a subset of said user feedback data is received using instant messaging technology.

27. The article of manufacture of claim 15 wherein at least a subset of said user feedback data is received using a first user feedback pop-up window that is activable by a tester, said first user feedback pop-up window implementing a pre-defined feedback form.

28. The article of manufacture of claim 27 wherein said user feedback data pertains to a product under testing, said first user feedback pop-up window is specific to a first feature of said product that is under testing by said tester, said first user feedback pop-up window being different in content than a second user feedback pop-up window associated with a second feature of said product.

29. An arrangement for managing user feedback data, comprising:

means for receiving said user feedback data;

means for categorizing said user feedback data, thereby creating categorized user feedback data;

means for analyzing said categorized user feedback data, thereby creating a set of analysis results; and

means for presenting at least one analysis result of said set of analysis results for viewing.

30. The arrangement of claim 29 wherein said at least one analysis result is presented as a hyperlinked viewable data item.

31. The arrangement of claim 29 further comprising means for providing at least one of an audible alert and a visual alert if said at least one analysis result satisfies a pre-defined condition.