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Banking verified Verified Outcome TRL 9

Co-Browsing with Field Masking

domain Client: A leading digital direct bank handshake Provider: Glia schedule Deploy: Q2 2020 (Pandemic Response)
90 Impact
Enterprise Ready
Evidence Score: 5/10
Strength: High

Executive Summary

ANALYST: COI RESEARCH

To support customers struggling with digital banking adoption, the bank implemented co-browsing. Agents can see the customer's screen to guide them through loan applications. Security policies actively mask sensitive input fields (e.g., Password, PIN, SSN) on the agent's view, preventing insider theft while allowing visual support.

rate_review Analyst Verdict

"The 'Over-the-shoulder' experience for the digital age. Unlike screen sharing (which is insecure and bandwidth-heavy), DOM-based co-browsing allows granular control over what the agent sees. It is essential for high-touch support in regulated sectors."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Customers stuck on complex forms (mortgage applications) would call support. Agents had to 'fly blind', guessing what the user was seeing. Full screen sharing was prohibited by security policy due to the risk of agents seeing passwords or other open tabs.

psychology The Solution

Implemented Glia Co-Browsing. The integration injects JavaScript into the browser. It replicates the DOM to the agent. CSS classes tagged as 'sensitive' are rendered as black bars on the agent's console. The agent can highlight fields but cannot type in them.

settings_suggest Technical & Deployment Specs

Integrations
Web/Mobile App
Deployment Model
SaaS
Data Classification
PII / Financial
Estimated TCO / ROI
Low
POC Summary (2019-01-01 to 2020-01-01)

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Browser Compatibility Low Maintained SDK updates.
Customer Perception Medium Clear visual indicator ('Agent is viewing') and opt-in consent.

trending_up Impact Trajectory

Audited value realization curve

Reduction in AHT by >10% Verified Outcome
Primary KPIIncrease in online application completion
Audit Cycle100% masking of password fields

policy Compliance & Gov

  • Standards: PCI-DSS, GLBA
  • Maturity (TRL): 9
  • Evidence Score: 5/10
  • Data Class: PII / Financial

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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Security Architecture

The "Blind Verification" Protocol

How we verified these outcomes for A leading digital direct bank without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-890
Evidence: Direct SQL Logs
Public
public

2. Verified Asset

Outcome: Verified
Ref ID: #COI-890

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