Co-browsing Session Management via Request Interception
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Solution Overview
Problem
Conventional user collaboration tools, such as those provided by LIVELOOK and ORACLE 'Service Cloud', are limited in scope and do not offer a fully customized approach to user interactions during co-browsing sessions, particularly in managing user identities and session management within enterprise environments.
Innovation Solution
A method and apparatus that intercepts request messages from user devices to identify co-browsing or multi-user session requirements, forwarding these messages to designated proctor devices for enhanced collaboration, while utilizing a master application to manage user communities and administrative communities through a proxy server, enabling customized environments and user grouping based on activity.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional user collaboration tools are used, then basic co-browsing functionality is provided, but the system lacks full customization capability for user interactions and session management
Solution Approach 1:
The system segments user communities into distinct groups with specific roles (proctors, participants, administrators) and assigns different permission levels and interaction capabilities to each segment. This allows customization of user interactions without requiring complete system redesign, resolving the contradiction between adaptability and complexity.
Solution Approach 2:
The system dynamically adjusts session configurations, user permissions, and interaction protocols based on real-time session requirements and pre-defined policies. Session parameters such as co-browsing enabled/disabled, recording settings, and participant roles can be modified during sessions, providing customization without permanent system complexity.
2Reliability
If user identities are hidden through proxy servers, then anonymity is provided, but the system cannot effectively manage user interactions and sessions
Solution Approach 1:
The system introduces session controllers and broker components as intermediaries between proxy servers and application services. These intermediaries maintain anonymized user identities while enabling effective session management, user grouping, and interaction control. The broker translates anonymized user identifiers into manageable session contexts without exposing personal identity information, resolving the contradiction between reliability and information loss.
3Ease of operation
If request messages are intercepted and forwarded to proctor devices, then enhanced collaboration is achieved, but the system complexity increases
Solution Approach 1:
The broker component is designed as a universal message routing system that handles multiple types of requests (co-browsing invitations, screen sharing requests, chat messages, file transfers) through a single standardized interface. This multi-functional approach simplifies the overall system architecture despite the added complexity of message interception and forwarding, as the broker manages diverse collaboration functions through unified mechanisms.
Data Source
AI summary
Co-browsing may offer support and other features to consumers of various websites and other online tools and applications. One example embodiment may include receiving a browsing session notification from a user device, identifying a request message destined for another user device, intercepting the request message, identifying the request message as requesting a multi-user session, forwarding the request message to the another user device, identifying a group to assign to the user device and the another user device based on activity performed by the user device, and assigning the user device and the another user device to the group and creating the multi-user session.