SMU Associate Professor of Information Systems David Lo co-authored a study titled “Emerging app issue identification from user feedback: experience on WeChat” where he and colleagues at the Chinese University of Hong Kong and Tencent Inc. built a new tool to accurately identify emerging app issues early from large-scale user feedback. Called DIVER, short for iDentifying emerging app Issues Via usER feedback, the tool analyses real-time feedback from WeChat users. Once a problem is detected, the emerging issue is sent to developers immediately. After the deployment of DIVER on WeChat, DIVER helped developers identify 18 emerging issues of its Android app and iOS app in January 2018.
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