Restricted Co-Browse Editing via DOM Segmentation
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
In co-browse sessions, existing technologies lack the ability to restrict and log editing operations effectively, posing compliance and liability concerns for call centers, as agents may inadvertently or intentionally interact with sensitive elements of a visitor's browser, necessitating a solution to limit agent interactions and record all edits for audit trails.
Innovation Solution
Implementing restricted editing in co-browse sessions by allowing agents to interact only with a specified list of editable elements, while logging all interactions, and using the Document Object Model (DOM) to recreate the content of the first browser in the second browser, with the ability to highlight and differentiate editable elements, and store interaction logs for audit purposes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If agents are granted remote control to interact with all elements of the visitor's browser, then the agent's ability to assist the visitor is improved, but compliance and liability risks increase due to potential unauthorized interactions with sensitive elements
Solution Approach 1:
The patent segments the webpage elements into distinct categories: editable elements (where agents can interact), non-editable elements (where agents cannot interact), and sensitive elements (requiring visitor permission). This segmentation is implemented through the DOM structure, where different CSS classes or attributes mark elements with different interaction permissions. The segmentation resolves the contradiction by allowing agent interaction with necessary elements while preventing access to sensitive areas, thus maintaining both operational ease and compliance.
Solution Approach 2:
The patent applies local quality by assigning different interaction permissions to different regions or elements of the webpage based on their sensitivity and functional requirements. Each DOM element can have its own editability attribute, allowing precise control over where agents can interact. This resolves the contradiction by providing targeted access control - agents get full interaction capability where needed while being restricted from sensitive areas, rather than applying a blanket permission or restriction across the entire page.
2Object-affected harmful factors
If agents are restricted to interact only with specific editable elements, then compliance risks are reduced, but the agent's ability to perform comprehensive assistance is limited
Solution Approach 1:
The patent implements dynamics by allowing the set of editable elements to be dynamically adjusted during the co-browsing session. The system can add elements to or remove elements from the editable list based on session context, visitor needs, and compliance requirements. This resolves the contradiction by providing flexibility - agents start with restricted access for compliance, but can gain expanded access dynamically when business needs require it, maintaining both security and versatility.
Solution Approach 2:
The patent introduces an intermediary mechanism - the editable elements list managed by the co-browsing system - that mediates between compliance requirements and assistance needs. The system acts as a gatekeeper, evaluating each interaction request against the editable elements list and visitor permissions. This resolves the contradiction by providing a flexible intermediary layer that can adapt to different scenarios, allowing agents to assist comprehensively when needed while maintaining compliance boundaries.
3Reliability
If all agent interactions with the visitor's browser are logged, then accountability and audit capability are improved, but system complexity and processing overhead increase
Solution Approach 1:
The patent extracts the logging function as a separate, dedicated component that operates independently from the main co-browsing interaction logic. The logging system captures interaction data in a standardized format and stores it separately, rather than embedding complex logging mechanisms throughout the interaction engine. This resolves the contradiction by isolating the reliability-enhancing logging function from the core system, improving audit capability while minimizing complexity in the main interaction pathway.
Solution Approach 2:
The patent creates simplified copies or representations of interaction data for logging purposes, rather than maintaining complex detailed records of every system state change. The logging system captures essential interaction information (element ID, interaction type, timestamp) in a streamlined format that provides sufficient audit trail capability without replicating the full complexity of the browser interaction state. This resolves the contradiction by providing reliable audit capability through essential data capture while avoiding the complexity of comprehensive system state logging.
4Loss of information
If the system highlights and differentiates editable elements for the visitor, then transparency and visitor control are improved, but visual clutter and user interface complexity increase
Solution Approach 1:
The patent uses color changes and visual styling applied to DOM elements to indicate their editability status. Editable elements are highlighted with specific CSS classes that apply visual markers (such as borders, background colors, or icons) to distinguish them from non-editable elements. This resolves the contradiction by providing clear visual information to visitors about where agent interaction is permitted, improving transparency without requiring complex interface elements or additional controls.
Data Source
AI summary
Restricting and logging editing operations in a co-browse session, includes establishing a co-browse session between a first participant and a second participant in which a Document Object Model (DOM) of a first browser at the first participant is transmitted to the second participant, and used at the second participant to recreate a content of the first browser at a second browser. The DOM includes a plurality of DOM elements. A list of editable elements is implemented at the first browser, the list of editable elements specifying a first subset of the DOM elements, fewer than all of the DOM elements. When restricted editing is enabled on the co-browse session, the second participant is allowed to interact with any DOM element of the first subset of DOM elements but is not allowed to interact with any DOM elements not in the first subset of DOM elements.