VR Onboarding Security for Non-Public Information
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Solution Overview
Problem
Current virtual reality (VR) onboarding processes face challenges in securing non-public information (NPI) during co-browsing sessions and enabling document upload and attestation, which are time-consuming and resource-intensive.
Innovation Solution
A four-part VR customer service interaction system that includes VR session activation, validation, request, and co-browsing, utilizing a VR platform with encryption and masking to protect NPI, allowing secure document upload and attestation within the VR co-browsing session.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional onboarding methods (phone calls, document exchange via email or physical mail) are used, then security of non-public information is maintained through established protocols, but the process becomes time-consuming and resource-intensive
Solution Approach 1:
The patent replaces traditional mechanical communication methods (phone calls, physical document exchange) with a virtual reality-based electronic system. The VR platform enables real-time visual communication and digital document exchange, eliminating the need for physical mail and reducing reliance on traditional telecommunication protocols while maintaining security through encryption and authentication mechanisms.
Solution Approach 2:
The VR onboarding platform integrates multiple functions into a single unified system: video communication, document sharing, digital signature capabilities, and secure data exchange all occur within the same VR environment. This multi-functionality consolidates what previously required separate tools (phone, email, physical signing) into one integrated solution, reducing time while maintaining security.
2Productivity
If VR technology is adopted for onboarding to reduce time and enable single-session completion, then onboarding efficiency improves, but security challenges arise in protecting non-public information during VR co-browsing sessions
Solution Approach 1:
The system applies different security measures to different elements within the VR environment. Sensitive information areas receive enhanced protection through encryption and masking, while non-sensitive areas maintain normal visibility. This localized security approach allows efficient VR interaction while protecting specific non-public information elements from unauthorized viewing or capture.
Solution Approach 2:
The patent introduces security intermediaries between the user and non-public information within the VR environment. These intermediaries implement authentication protocols, encryption layers, and controlled access mechanisms that mediate information exchange, ensuring that productivity gains from VR do not compromise security requirements for sensitive data.
3Reliability
If document exchange is conducted through multiple transmission steps (agent to customer, customer approval, customer back to agent), then security checks can be performed at each stage, but the process becomes resource-intensive and time-consuming
Solution Approach 1:
The patent merges multiple document exchange steps into a single integrated VR session. Document sharing, review, approval, and transmission occur simultaneously within the VR environment rather than through sequential external communications. This consolidation maintains security verification capabilities while reducing process complexity and resource consumption by eliminating redundant transmission cycles.
Data Source
AI summary
Apparatus, systems and methods for providing a four-part, virtual reality (VR) customer service interaction between a customer service avatar operating on a VR platform and a customer using both a mobile device and a VR device are provided. Methods may include activating a VR session between the customer service avatar and the customer. Methods may include validating the VR session between the customer service avatar and the customer. Methods may include processing a co-browsing VR session request. Methods may include initiating the VR session between the customer service avatar and the customer.