Web Page Co-browsing via Dynamic Iframe Copying
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Solution Overview
Problem
Users of e-commerce websites often require assistance navigating the site or completing purchases, but existing methods for customer service, such as VOIP calls or text chats, lack the ability for customer service agents to view the user's web page without requiring additional downloads or notifications, hindering effective support.
Innovation Solution
A system using JavaScript code to create an iframe on the user's page, which uploads a partial or total copy of the webpage to a third-party server, allowing customer service agents to view and interact with the user's page without additional plugins or notifications, while determining whether the page is session-based or static to optimize data transfer.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If VOIP calls or text chats are used for customer service, then communication between user and agent is established, but the agent cannot view the user's web page
Solution Approach 1:
The patent creates a copy of the user's web page content and transmits it to the customer service agent. An iframe element is used to capture the web page content, which is then uploaded to a server and made visible to the agent, allowing the agent to view the exact page the user is seeing without requiring additional plugins or notifications.
Solution Approach 2:
The patent introduces a server as an intermediary between the user's browser and the customer service agent. The server receives the web page content from the user's browser, processes it, and transmits it to the agent's interface, enabling the agent to view the web page without direct access to the user's browser.
2Loss of information
If Java or plug-ins are used to enable co-browsing, then the agent can view the web page, but the user must download additional software and receive notifications
Solution Approach 1:
Instead of requiring Java or plug-ins, the patent uses standard web technologies (iframe, JavaScript) to copy the web page content. This approach leverages existing browser capabilities, eliminating the need for additional software downloads or user notifications while still enabling the agent to view the web page.
Solution Approach 2:
The patent uses universal web technologies that are already supported by all modern browsers. The iframe and JavaScript code work across different browsers without requiring users to install or configure additional software, making the solution universally applicable and user-friendly.
3Loss of information
If the entire web page is copied, then complete information is available to the agent, but data transfer volume increases
Solution Approach 1:
The patent extracts only the necessary portions of the web page content that are relevant to the customer service interaction. By using an iframe to selectively capture and upload only the visible and relevant page elements, the system reduces data transfer volume while maintaining the completeness of information needed for effective support.
Data Source
AI summary
A method and apparatus for extracting information from a web page on a standard end user browser without plug-ins, includes the steps of dynamically creating an element on a web page being viewed by an end user, copying at least a portion of the contents of the web page or form field values, and uploading the data to a target domain, wherein the target domain may be different from the domain of the web page. In co-browsing applications, the data uploaded is used to create a copy of the website for display to a third party.