Personalized User Environment Access via Remote Interface Copying
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Solution Overview
Problem
Current systems for user assistance are hindered by incomplete or inaccurate information when a user needs help, as the assisting user typically relies on information provided by the user in need, which can be flawed.
Innovation Solution
A system that allows users to toggle between their own user environment and the user environment of the party they are assisting, enabling direct access to relevant information and facilitating interactions by rendering the assisting party's user environment within the assisting party's interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a user provides information about an issue to another user for assistance, then the assisting user can understand the problem, but the information may be incomplete or incorrect leading to assistance failures
Solution Approach 1:
The system creates a copy of the assisted user's environment (display, applications, data) and presents it to the assisting user. This copy allows the assisting user to directly observe the actual state of the user environment, eliminating information gaps and inaccuracies that occur when users manually describe problems. The copy includes visible display content, running applications, and relevant data, providing complete and accurate information for effective assistance.
2Loss of information
If a user shares their complete user environment with another user for assistance, then the assisting user gains full information access, but user privacy and security may be compromised
Solution Approach 1:
The system applies different access permissions to different regions of the user environment. The assisting user can view and interact with specific areas of the environment (such as problematic applications or display regions) while other areas remain protected. This localized access control allows complete information access in necessary areas while maintaining privacy and security in sensitive areas, resolving the contradiction between information completeness and security protection.
3Reliability
If a system allows users to switch between different user environments for assistance, then information accuracy improves, but system complexity increases
Solution Approach 1:
The system introduces an intermediary component that manages environment switching and presentation. This intermediary handles the complexity of creating, managing, and switching between environment copies, as well as controlling access permissions. By centralizing these functions in an intermediary layer, the system achieves accurate information exchange between users while containing and managing the inherent complexity rather than distributing it throughout the entire system architecture.
Data Source
AI summary
Various systems, methods, and computer program products are provided for providing access to personalized user environments. A system provided allows a user of a first party (e.g., a bank employee) to toggle between a first party user environment and a second party user environment, the first party user environment being an environment only viewable by a user of the first party and the second party user environment rendered to user of the first party as viewable by a user of a second party (e.g., a client). The first party user environment can also receive data relating to activity of the second party user environment in order to take actions (e.g., provide recommendations) in response to said activity.