Abstract: An automated process records actions performed on a computer by an agent accessing the computer through a remote computer support system and generates a human-readable detailed description of the sequence of steps performed by the agent. The process communicates with the operating system of the remote computer to detect and record a filtered list of specific operations performed by the person operating the computer (remotely or locally), including clicks of the mouse or other pointing device, the selected input, and certain system events (such as the opening and closing of windows and applications). The filtered log data is processed using a Large Language Model into a format more analogous to natural language. The Summaries can be used to train chatbots and to provide customers with self-help resources to resolve issues using the summarized steps.

Abstract: A system and process are provided for remotely viewing a customer screen image and interacting with the customer's device (desktop, laptop, tablet or smartphone) using a standard web browser. In operation, an agent is provided with an account on a server, and can send a link and/or instructions to the customer to provide the agent with access to the customer device. An application installed on the customer device captures image frames to be shared and divides them into subsections, transmitting to the server only those sections that have changed relative to the previously transmitted frame. The agent's browser retrieves tiles from the server as they change, and displays them for the agent. The system and process enable the agent to obtain system information and remotely control various functions of the customer device when authorized by the customer.

Abstract: A system and process are provided for remotely viewing a customer screen image and interacting with the customer's device (desktop, laptop, tablet or smartphone) using a standard web browser. In operation, an agent is provided with an account on a server, and can send a link and/or instructions to the customer to provide the agent with access to the customer device. An application installed on the customer device captures image frames to be shared and divides them into subsections, transmitting to the server only those sections that have changed relative to the previously transmitted frame. The agent's browser retrieves tiles from the server as they change, and displays them for the agent. The system and process enable the agent to obtain system information and remotely control various functions of the customer device when authorized by the customer.