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Alpha Presentation Browser Sharing for Customer Support The - PowerPoint PPT Presentation

Nov 17, 2023 •225 likes •331 views

Alpha Presentation Browser Sharing for Customer Support The Capstone Experience Team Amazon Liyuan Duan Megha Erappa Jonathan Kushion Rahul Yalamanchili Eunice Yoon Colin Zhong Department of Computer Science and Engineering Michigan State

  1. Alpha Presentation Browser Sharing for Customer Support The Capstone Experience Team Amazon Liyuan Duan Megha Erappa Jonathan Kushion Rahul Yalamanchili Eunice Yoon Colin Zhong Department of Computer Science and Engineering Michigan State University From Students… Spring 2019 …to Professionals

  2. Project Overview • Browser sharing between customer and support representative with no installation required. • The representative sees exactly what the customer sees. • Any action taken on the customer side is recorded then replayed on representative side. • Private customer credentials are masked. The Capstone Experience Team Amazon Alpha Presentation 2

  3. System Architecture Recorder Mediator Replay Load Load Replay Recorder Balancer Balancer Customer Support EC2 EC2 Database (AWS RDS) Replay Record JS JS The Capstone Experience Team Amazon Alpha Presentation 3

  4. Support Representative Dashboard The Capstone Experience Team Amazon Alpha Presentation 4

  5. HTML Element Testing The Capstone Experience Team Amazon Alpha Presentation 5

  6. Masking Personal Information The Capstone Experience Team Amazon Alpha Presentation 6

  7. Masking Personal Information The Capstone Experience Team Amazon Alpha Presentation 7

  8. Button Injection The Capstone Experience Team Amazon Alpha Presentation 8

  9. What’s left to do? • Chat box implementation. • Optimization ▪ Record ▪ Replay ▪ Data transmission • Possibly implement stretch goal. The Capstone Experience Team Amazon Alpha Presentation 9

  10. Questions? ? ? ? ? ? ? ? ? ? The Capstone Experience Team Amazon Alpha Presentation 10

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