Co-browsing Module for Mobile Session Continuity
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Solution Overview
Problem
Current mobile devices pose challenges for customer service representatives to co-browse with users due to differences in wireless communication protocols, various proprietary Web browsers, and connection disruptions during transit, making it difficult to maintain a concurrent co-browsing session.
Innovation Solution
A system and method that implements a co-browsing module on both the customer service representative's and mobile device systems, using a computer telephony integration system to collect and store device information, establish and maintain a co-browsing session, and utilize a virtual private network to access customer information, even during network transitions and connection losses.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If co-browsing is implemented on mobile devices, then customer service capability is improved, but device complexity increases due to protocol translation and browser compatibility requirements
Solution Approach 1:
The patent introduces a co-browsing server as an intermediary component that mediates between the mobile device and the customer service representative's system. This server handles protocol translation, session management, and browser compatibility issues centrally, rather than requiring the mobile device itself to be complex. The server acts as a mediator that translates between different wireless protocols (GPRS, EDGE, 3G) and IP-based communication, and also manages the complexity of supporting multiple proprietary mobile browsers through a standardized interface.
2Duration of action of stationary object
If co-browsing session is maintained during transit, then service continuity is improved, but reliability decreases due to wireless connection losses and access point transitions
Solution Approach 1:
The patent implements preliminary actions by establishing session identifiers and device fingerprints before connection losses occur. The co-browsing server pre-configures session management parameters and stores device identification information in advance. When connection losses happen during transit or access point transitions, these pre-established identifiers enable automatic session recovery without requiring re-authentication or reconfiguration, thus maintaining service continuity despite unreliable wireless connections.
Solution Approach 2:
The system implements feedback mechanisms where the co-browsing server continuously monitors connection status and automatically detects when connections are lost or when access point transitions occur. Based on this feedback, the server automatically manages session state, maintains connection information, and enables seamless reconnection. The feedback loop allows the system to adapt to changing network conditions during transit while maintaining session continuity.
3Adaptability or versatility
If device information is collected and stored, then session recovery capability is improved, but data security requirements increase
Solution Approach 1:
The patent uses copying by creating simplified representations of device information in the form of session identifiers and device fingerprints. Instead of storing or processing complex device data, the system creates compact cryptographic hashes or unique identifiers that represent the device state. These copied identifiers are stored securely and used for session recovery, enabling the system to verify device identity and restore sessions without handling sensitive raw device information, thus reducing security management complexity.
Data Source
AI summary
A system, method, and computer-usable medium are disclosed for the concurrent display of information between devices. A co-browsing module is implemented to provide concurrent display of information displayed within a Web browser on a mobile device. A co-browsing module implemented on a stationary system queries a co-browsing module implemented on the mobile device to collect information including the device's hardware configuration, the network communications protocol being used, and a session number. The collected information is then used by the co-browsing module on the stationary system to establish a co-browsing session with the co-browsing module on the mobile device. The co-browsing module on the mobile device then provides web display information to the co-browsing module on the CSR's system to control the concurrent display of Web information displayed on the mobile device.