Selective UI Element Sharing for Collaborative Support
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Solution Overview
Problem
Existing screen sharing and co-browsing systems require significant computing resources, strain network communication, and burden customer computers, while also raising privacy concerns and limiting customer service representatives' ability to assist multiple customers due to high attention demands and resource usage.
Innovation Solution
A digital data processing system that selectively shares user interface elements between two digital data processors, allowing for remote highlighting and suggestion of UI elements based on markup attributes, content position, UI definition, or historical data, reducing the need for full-screen sharing and enhancing privacy by transmitting only field labels without values.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If full screen sharing is implemented to allow customer service representatives to view customer screens, then collaborative support capability is improved, but computing resources and network bandwidth are excessively consumed
Solution Approach 1:
The patent divides the screen into discrete UI elements (buttons, text fields, images, etc.) and transmits only the selected elements rather than the entire screen. This segmentation allows the system to share only the specific portions of the interface that are relevant to the customer service interaction, dramatically reducing data transmission requirements while maintaining collaborative support functionality.
Solution Approach 2:
The patent extracts and transmits only the specific UI elements that are currently being interacted with or are relevant to the support task, rather than transmitting the complete screen content. This extraction approach removes unnecessary data from the transmission stream, reducing network bandwidth consumption and computing resources while preserving the essential collaborative capability.
2Loss of information
If screen sharing systems transmit all screen content to customer service representatives, then complete visibility is achieved, but privacy concerns increase due to exposure of sensitive information
Solution Approach 1:
The patent applies different quality levels to different parts of the screen by transmitting only the specific UI elements that are currently being interacted with. Sensitive information areas that are not part of the current interaction are excluded from transmission entirely, providing local privacy protection while maintaining complete visibility of the relevant interaction elements.
Solution Approach 2:
The patent extracts only the specific UI elements relevant to the current support interaction and excludes sensitive information areas from transmission. This selective extraction ensures that customer service representatives have complete visibility of the elements needed to assist the customer while automatically protecting sensitive personal information from exposure.
3Productivity
If customer service representatives monitor complete screen content, then comprehensive support is provided, but attention requirements increase limiting the number of customers that can be assisted
Solution Approach 1:
The patent extracts and transmits only the specific UI elements that are currently being interacted with, removing the need for customer service representatives to monitor entire screens. This reduces the attention required per customer while maintaining comprehensive support quality for the specific interaction, thereby increasing productivity by enabling representatives to assist multiple customers simultaneously.
Solution Approach 2:
The patent segments the screen monitoring task into discrete UI element monitoring, allowing customer service representatives to focus only on the specific elements being interacted with rather than scanning entire screens. This segmentation reduces cognitive load and attention requirements, enabling representatives to efficiently manage multiple customer interactions while maintaining comprehensive support quality.
Data Source
AI summary
The present disclosure describes systems, methods, computer-readable media, and apparatuses for selective sharing during collaborative application usage. The selective sharing system is configured for selectively sharing UI elements in a UI running on a first digital data processor. The system includes a server digital data processor configured to receive, from the first digital data processor, a collection of UI elements. The collection of UI elements may be identified based on at least one of: on one or more markup attributes corresponding to the UI elements, a content position of the UI elements, a UI definition, historical data about the UI running on the first digital data processor, and historical data about a UI running on a second digital data processor. The server digital data processor is configured to transmit, to the second digital data processor, the collection of UI elements.