Patent•
Method and system for secure remote interaction
30 Jan 2020-
TL;DR: Embodiments may include systems, apparatus, and methods for direct on-screen computer system or software navigation and guidance without the need for direct user computer access or control, or the download of any additional software.
Abstract: Embodiments may include systems, apparatus, and methods for direct onscreen computer system or software navigation and guidance without the need for direct user computer access or control, or the download of any additional software, thereby enabling such navigation and guidance without the risk of exposure of sensitive information from the user device.
References
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24 Mar 2015TL;DR: In this article, a customer support application provides screen sharing of the user's computing device with a remote customer support agent, thereby enabling the customer support agents to view the content displayed on user's device.
Abstract: A customer support application provides screen sharing of the user's computing device with a remote customer support agent, thereby enabling the customer support agent to view the content displayed on the user's device. Sensitive information that is displayed on a user's computing device is obfuscated from the computing device of the remote customer support agent, and a notification of that obfuscation is displayed on the user's computing device. Information can be determined to be sensitive based on a sensitive indicator tag or a heuristic.
149 citations
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20 Dec 2007TL;DR: In this paper, a system and method for enabling co-browsing between two or more users accessing a website in separate sessions is presented, where each of the users operates a web browser instance to browse the website.
Abstract: A system and method for enabling co-browsing between two or more users accessing a website in separate sessions. Each of the users operates a web browser instance to browse the website. The website comprises one or more web pages, at least a portion of which includes embedded software code or script. A collaboration manager, established after the users consent to co-browsing, associates the sessions of the users. As the users navigate to new web addresses in the website or enter data into their browser instances, the software code or script embedded within the web pages rendered in the browser instances causes each user's browser to communicate changes in the web addresses or data to the collaboration manager. The collaboration manager receives the communicated changes and provides them to other co-browsing users. Synchronization of cursors, scroll-bar positions and other browser events is also supported.
105 citations
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25 Sep 2009TL;DR: In this paper, a method, a system, and a computer-readable medium are provided which support a collaborative browsing session, where a connection request is received at a first device from a second device.
Abstract: A method, a system, and a computer-readable medium are provided which support a collaborative browsing session. A connection request is received at a first device from a second device. The connection request indicates a request for a collaborative browsing session between the first device and the second device. In response to the connection request, a web page is sent to the second device from the first device. The web page includes embedded computer-executable instructions to support the collaborative browsing session. A browser application at the first device is monitored for a change in state. An indicator of the change in state of the browser application is sent to the second device from the first device.
80 citations
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31 Oct 2003
TL;DR: In this article, the authors present a technical solution for enabling direct, person-to-person assistance over a communications network, where a human user couples a computer readable media associated with a product to a computer.
Abstract: The present invention provides a technical solution for enabling direct, person to person assistance over a communications network. The methods provide product and system support tools enabling, for example, a purchaser of a product or service to execute a computer program on a computer to establish an intelligently routed request for assistance to a human having knowledge in the area of the particular product or service. In one method, a human user couples a computer readable media associated with a product to a computer. A computer program on the computer readable media checks for, and if need be, installs needed software. The program can then establish a connection over a network such as the Internet directly to the help assistance organization appropriate for the particular product or service. The computer readable media can include an indication of the particular product or service and/or the assumed preferred language of the purchaser of the product or service. The assistance request can be routed to a human assistant, who may be seated at a computer device. In a preferred method, the human assistant greets the request for assistance and the human user with a live, personal, updated video link carrying the assistant's voice and a video signal carrying the assistant's image to the computer of the help requester. The assistant may obtain preliminary information from the human user, and begin rapidly to provide assistance in a “face to face” virtual environment. Where the product involved is a computer related product, the human assistant may optionally view the same computer display as the human user and even manipulate the display to illustrate the performance of a particular software product.
64 citations
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16 Jan 2015
TL;DR: In this article, a co-browse service uses JavaScript to allow a web page shown in a user's browser to be viewed remotely by a person viewing the web page at the remote location.
Abstract: A co-browse service uses JavaScript to allow a web page shown in a user's browser to be viewed remotely. Updates to the web page are rendered into HTML and forwarded on the co-browse session. Aspects of the web page that should not be visible are specified in a list of masked elements which prevents the JavaScript from transmitting the content of those elements on the co-browse session. A person viewing the web page at the remote location can select objects to have those objects highlighted within the user's browser. Likewise the person viewing the web page may manipulate the objects by selecting objects and entering information into the objects. Updates to the web page are collected and aggregated such that only the most recent updates are forwarded on the co-browse session. Updates that don't affect the DOM, such as hover state, are also transmitted on the session.
59 citations