Secure Screen Sharing with Sensitive Data Obfuscation
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Solution Overview
Problem
Existing remote customer support methods often expose sensitive information, such as passwords and credit card numbers, to support agents during screen sharing sessions, lacking effective protection mechanisms.
Innovation Solution
Implementing a system that obfuscates sensitive information on the user's computing device before sharing the screen, using sensitive indicator tags and heuristic criteria to identify sensitive content, and prioritizing communication channels to maintain reliable voice communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If screen sharing is implemented for remote support, then support agents can view customer device screens to provide assistance, but sensitive information such as passwords and credit card numbers may be exposed to support agents
Solution Approach 1:
The patent introduces an intermediary system that sits between the screen sharing transmission and the support agent's display. This intermediary automatically detects sensitive information on the customer's screen and applies obfuscation (blurring, pixelation, or masking) before transmitting the image to the support agent. The intermediary acts as a real-time filter that preserves necessary support functionality while blocking harmful information exposure.
Solution Approach 2:
The system performs preliminary detection and classification of sensitive information before it reaches the support agent. By analyzing the customer's screen content in real-time and identifying sensitive fields (passwords, credit card numbers, social security numbers) beforehand, the system can proactively apply protection measures. This preliminary action prevents sensitive information from being transmitted in the first place, rather than attempting to secure it after exposure.
2Object-affected harmful factors
If all screen content is obfuscated to protect sensitive information, then sensitive information security is improved, but support agents cannot view any screen content to provide assistance
Solution Approach 1:
The patent applies different quality treatments to different regions of the screen based on their content sensitivity. Non-sensitive areas (application icons, text fields, navigation elements) are transmitted clearly to the support agent, while only sensitive regions (password fields, credit card numbers, personal identifiers) are obfuscated. This local differentiation allows the support agent to see and interact with most of the screen while sensitive information remains protected.
Solution Approach 2:
The screen is segmented into multiple regions based on content analysis. The system divides the display into sensitive and non-sensitive zones, applying different transmission protocols to each segment. This segmentation allows selective obfuscation rather than blanket masking, preserving the functional information needed for support while isolating and protecting sensitive data regions.
3Object-affected harmful factors
If sensitive information is detected and protected in real-time, then information security is improved, but the complexity of the communication system increases
Solution Approach 1:
The system employs self-service mechanisms where the obfuscation process automatically detects and protects sensitive information without requiring manual configuration or intervention. The system self-configures protection parameters, automatically identifies sensitive content types, and adjusts obfuscation levels based on the detected information. This automation reduces the operational complexity burden on users and support agents.
Solution Approach 2:
The system dynamically changes transmission parameters based on the detected content. When sensitive information is detected, the system automatically adjusts parameters such as obfuscation intensity, transmission resolution for protected areas, and detection sensitivity. These parameter changes are made in real-time without requiring system reconfiguration, allowing the communication system to adapt its complexity only when and where needed.
Data Source
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AI summary
A customer support application provides screen sharing of the user's computing device with a remote customer support agent, thereby enabling the customer support agent to view the content displayed on the user's device. Sensitive information that is displayed on a user's computing device is obfuscated from the computing device of the remote customer support agent, and a notification of that obfuscation is displayed on the user's computing device. Information can be determined to be sensitive based on a sensitive indicator tag or a heuristic.