Masked Application View for Secure Collaborative Sessions
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Solution Overview
Problem
In situations where customer service representatives need to explain complex information, such as insurance options, to customers, it is challenging to convey sensitive or proprietary data without accidentally disclosing confidential information, especially when using applications that contain multiple customer-related data sets.
Innovation Solution
The method involves establishing a collaborative session between devices, allowing for the concurrent display of a masked view of an application, where sensitive information is restricted or removed, ensuring that only relevant data associated with the customer is shown, using a collaborative framework and tagging mechanisms to control what is shared or hidden.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If the full application view is displayed to customers, then all relevant information is visible, but sensitive and proprietary data is disclosed
Solution Approach 1:
The application view is segmented into multiple layers: the customer view (masked) and the representative view (full). This segmentation allows different portions of the same application to be displayed differently to different users, enabling information completeness for the representative while protecting sensitive data for the customer.
Solution Approach 2:
Different quality levels of information display are applied locally to different users. The customer receives a masked view with sensitive data removed, while the representative receives the full unmasked view. This local quality differentiation resolves the contradiction by tailoring the information display to each user's needs and authorization level.
2Object-affected harmful factors
If sensitive information is masked from the customer view, then confidentiality is maintained, but the customer cannot see all available data
Solution Approach 1:
The system introduces an intermediary masking layer between the application data and the customer display. This intermediary automatically removes or masks sensitive information based on predefined rules, allowing the customer to view non-sensitive information while protecting confidential data without requiring manual intervention.
3Adaptability or versatility
If all customer-related data sets are visible, then comprehensive analysis is possible, but accidental disclosure of sensitive data occurs
Solution Approach 1:
The system dynamically adjusts the displayed information based on the user's role and context. The representative can access and analyze all customer-related data sets for comprehensive analysis, while the customer's view is dynamically masked to prevent accidental disclosure. This dynamic adaptation resolves the contradiction by making security context-dependent.
Data Source
AI summary
Methods, systems, and computer-readable and executable instructions for concurrent display of a masked view of an application between devices are described herein. One method for concurrent display of a masked view of an application between devices includes establishing a collaborative session with a first computing device and a second computing device, replicating a masked view of a first application on the first computing device, and concurrently displaying a view of the first application on a first user interface of the first computing device and the masked view of the first application on a second user interface of the second computing device in the collaborative session.