Server-Mediated Desktop Sharing for Secure Remote Assistance
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Solution Overview
Problem
Existing help desk solutions require cumbersome software installation on end-user computers, posing security risks and being inefficient due to the need for complex configuration and lack of direct visual assistance, which can hinder effective problem-solving in sophisticated software applications.
Innovation Solution
A method that allows an agent to establish a secure communication channel with the end-user's computer without requiring the installation of desktop sharing software on the user's device, by using a server-side desktop sharing application and a contextual database to replicate the user's session, enabling the agent to view and interact with the user's interface remotely.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If desktop sharing software is installed on end-user computers to enable remote assistance, then visual interaction and problem-solving efficiency are improved, but computer security is compromised and installation complexity increases
Solution Approach 1:
The patent introduces a server as an intermediary between the end-user and the help desk agent. The server hosts a desktop sharing application that enables remote assistance without requiring software installation on the end-user's computer. The server acts as a mediator that facilitates visual interaction while maintaining security boundaries, resolving the contradiction between assistance efficiency and computer security.
2Ease of operation
If desktop sharing software is installed on end-user computers, then direct visual assistance is enabled, but the installation and configuration process becomes cumbersome
Solution Approach 1:
The patent extracts the desktop sharing application from the end-user's computer and relocates it to a server environment. This extraction eliminates the need for end-users to install, configure, or maintain desktop sharing software on their local machines. The server-hosted application provides all visual assistance capabilities without adding complexity to the end-user's system.
3Ease of manufacture
If traditional help desk methods are used without visual capabilities, then no software installation is required, but problem-solving efficiency and user understanding are reduced
Solution Approach 1:
The server acts as an intermediary that provides visual assistance capabilities without requiring changes to the end-user's system. By hosting the desktop sharing application on the server, the system maintains simplicity from the end-user's perspective while enabling efficient visual troubleshooting through the server-mediated connection.
Data Source
AI summary
A method of providing assistance to a remote end-user of an end-user software application from an agent of an assistance center is described. All the transactions initiated by the end-user of the end-user software application are recorded in a contextual database locally, for applications running exclusively on customer PC, or remotely, for Web applications. Instrumented pages are delivered to the end-user. They include each a help request means. A server of a desktop sharing application is installed in the PC of the agent. When the end-user is requesting assistance all the entries already made by the end-user on a current instrumented page are uploaded. A waiting page and a client side of the desktop sharing application are also downloaded to the PC of the end-user. The end-user to be assisted is assigned to the agent when available. Then, PC of the agent gets a clone of the current instrumented page from the contextual database and a secure communication tunnel between the agent and the end-user is established. The client side of the desktop sharing application is finally activated on the customer PC which lets end-user view desktop of the PC of the agent and allows starting an assistance session between the agent and the end-user. All that being done without any software pre-installation on the client PC.