Live Session Streaming With PII Masking for Real-Time Support
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Solution Overview
Problem
Web analysis solutions fail to provide real-time identification of webpage errors and user confusion during site sessions, and they lack sufficient personally identifiable information (PII) protections.
Innovation Solution
An experience analytics system that provides real-time analysis of web activity, masks PII during live session streaming, and facilitates help agents to address user issues by combining live session data with previous recorded data for timely issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If web analysis solutions collect and analyze website data, then real-time identification of webpage errors and user confusion can be achieved, but personally identifiable information (PII) exposure risk increases
Solution Approach 1:
The patent extracts PII from the collected website data through automated detection and masking mechanisms. The system identifies PII elements such as names, addresses, and credit card numbers, then removes or masks them before the data is displayed to help agents, thereby preventing PII exposure while maintaining real-time analysis capabilities
Solution Approach 2:
The patent introduces an intermediary masking layer between the data collection system and the help agents. This intermediary component automatically detects PII in the streamed data and applies masking transformations, allowing real-time analysis to function while blocking direct exposure of sensitive information
2Loss of time
If live session data is streamed in real-time, then immediate issue resolution is enabled, but data processing complexity increases
Solution Approach 1:
The patent applies preliminary action by pre-configuring masking rules and PII detection patterns before live session data streaming begins. The system pre-establishes the masking infrastructure and detection algorithms, so that when live data streams in, the masking operations can be applied automatically without adding complex real-time processing logic
Solution Approach 2:
The patent replaces complex manual PII detection and masking operations with automated algorithmic processing. Machine learning models and pattern recognition algorithms automatically identify and mask PII in the streamed data, substituting what would otherwise require complex manual intervention systems
Data Source
AI summary
Aspects of the present disclosure involve a system comprising a computer-readable storage medium storing a program and method for streaming a live session. The program and method provide for receiving, from a first device of a first user, indication of first user input provided by the first user with respect to a first data input field of plural data input fields included in a displayed page; determining whether the first user input corresponds to personally identifiable information; causing, when the first user input does not correspond to personally identifiable information, a second device associated with a second user to display the plural data input fields and to display the first user input; and causing, when the first user input corresponds to personally identifiable information, the second device to display the plural data input fields and to mask display of the first user input.