Operation Support Apparatus Using Virtual Screen Copying
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Solution Overview
Problem
Existing operation support systems face security concerns and inefficiencies due to the need for support agents to access user terminals directly, which can lead to data corruption or unintended information exposure, and require similar hardware and software resources, making remote support challenging and information security difficult to maintain.
Innovation Solution
An operation support apparatus comprising a receiving unit that gathers file and environment information from user terminals, a screen generator that creates image data based on this information to simulate the user's screen environment, and an output unit that transmits this data to support agents, allowing remote operation support without direct access to user terminals and employing dummy conversion to secure sensitive information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If support agents access user terminals directly to provide operation support, then support efficiency is improved, but information security deteriorates due to data corruption risks and unintended information exposure
Solution Approach 1:
The patent creates a virtual copy of the user terminal environment through virtualization technology. The screen generation unit generates image data that replicates the user terminal's display content, and the operation reception unit receives operations on this virtual copy. This allows support agents to interact with a safe replica rather than the actual user terminal, eliminating direct access risks while maintaining support effectiveness.
Solution Approach 2:
The patent introduces a management device as an intermediary between the user terminal and support agent terminal. This intermediary captures screen images, generates virtual environment data, and transmits it to support agents. All operations from support agents are routed through this intermediary, which validates and controls access, preventing direct unauthorized access to the user terminal while enabling supported operations.
2Measurement precision
If support agents use terminals with similar hardware and software resources to user terminals, then operation support accuracy is improved, but device complexity and resource requirements worsen
Solution Approach 1:
Instead of requiring support agent terminals to have identical hardware and software configurations as user terminals, the patent uses screen generation technology to create accurate visual copies of the user terminal's display. The management device captures the actual screen content and generates image data that reflects the true user environment, allowing support agents to work with accurate representations without needing matching hardware specifications.
Solution Approach 2:
The patent replaces the mechanical approach of matching physical hardware configurations with an information-based approach. Rather than requiring similar processors, memory, or operating systems, the system uses screen capture and image generation to transmit the actual visual state of the user terminal to the support agent. This substitutes physical resource matching with digital information transmission, dramatically reducing device complexity requirements.
3Ease of operation
If direct access to user terminals is allowed for remote support, then ease of operation is improved, but reliability deteriorates due to data corruption and security risks
Solution Approach 1:
The patent creates a virtual operational environment by generating image data that copies the user terminal's screen content. Support agents perform operations on this copied environment rather than directly on the user terminal. The management device receives operations from support agents, processes them, and executes them on the user terminal through controlled channels, ensuring data integrity while maintaining operational ease.
Solution Approach 2:
The patent implements protective measures before direct access can cause harm. The screen generation unit creates a protective virtual layer that cushions against direct access risks. By generating and transmitting screen images beforehand, and by processing all operations through the management device intermediary, the system prepares a safe operational buffer that prevents data corruption and security breaches while enabling smooth remote support operations.
Data Source
AI summary
An operation support apparatus includes a receiving unit that receives a file and environment information from a terminal, the file pertaining to operation support received by a user of the terminal, the environment information indicating an operation environment of the terminal, a screen generator that generates image data of a screen referenced when performing the operation support based on the received file and environment information, and an output unit that outputs the generated image data.