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Customer Service Agents Can See What You're Typing in Real Time

gizmodo.com

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Re: Customer Service Agents Can See What You're Typing in Real Time

#91

Post by vardump »

nneonneo wrote: post #50

On a recent customer service call, I bid the agent goodbye but did not hang up (deliberately - I wanted to see if they would terminate the call). The rep held the call open for a good 2-3 minutes even though there was nothing from my end except some typing. I’m fairly sure I heard some small sounds from their end so they didn’t just switch to another line. I’m not usually paranoid - but moments like this remind me to…

> I’m fairly sure I heard some small sounds from their end so they didn’t just switch to another line.

Ever heard a concept of comfort noise [0]? Maybe some call center software can add something analogous when necessary. Like noises you'd expect in a call center.

[0]: https://en.wikipedia.org/wiki/Comfort_noise

Re: Customer Service Agents Can See What You're Typing in Real Time

#92

Post by baroffoos »

modernerd wrote: post #75
baroffoos wrote: post #73

Earlier quoted context omitted.

I think its perfectly fine for them to see it live but users should be aware of it. The current behavior that everyone knows is the other end doesn't see what you type until you send it.

I think this would only slow chat sessions down. If you make me feel self-conscious about what I'm typing, I'm going to consider each word rather than type then correct/revise and send.

Probably doesn't matter that much. I expect the feature is more useful on grandma speed 1 word per minute typing.

Re: Customer Service Agents Can See What You're Typing in Real Time

#93

Post by btrettel »

baroffoos wrote: post #69
Veen wrote: post #54

Earlier quoted context omitted.

Yeah, that’s why Safari no longer autofills until you tell it to.

Firefox does it for passwords if you pick to save your password but other fields I just have to double click the field and it drops down with a list of things I have put in it before.

Is there a way to change Firefox's behavior for passwords so that I need to click to fill them in? I couldn't find anything in a quick Google search.

Re: Customer Service Agents Can See What You're Typing in Real Time

#95

Post by [deleted] »

Jerry2 wrote: post #47

Another thing people don't realize is that if your browser/extension prefills/autofills certain fields (say, name, email, address, etc), those things can be easily sent to the website even if you don't press the submit button. https://www.theguardian.com/technology/2017/jan/10/browser-a...

[deleted]

Re: Customer Service Agents Can See What You're Typing in Real Time

#96

Post by [deleted] »

jacobsenscott wrote: post #70
dpkonofa wrote: post #29

I wish that it was more prevalent for people to just assume and know that any website, regardless of whether or not it has a chat function, has the ability to record what you're saying (read: typing). Everyone out there should act like everything they type into their web browser has the potential to be seen by, at the very least, the website they're typing it on and, at worst, by everyone online. If you really need t…

I don't think anyone is surprised, but it is still good to call out bad actors from time to time. Whenever there's a story like this every hn response is "always assume you are being watched at all times!" - but nobody can maintain that kind of hyper vigilance forever, and it isn't a healthy way to live.

[deleted]

Re: Customer Service Agents Can See What You're Typing in Real Time

#97

Post by ivanhoe »

dare0505 wrote: post #67
Jerry2 wrote: post #47

Another thing people don't realize is that if your browser/extension prefills/autofills certain fields (say, name, email, address, etc), those things can be easily sent to the website even if you don't press the submit button. https://www.theguardian.com/technology/2017/jan/10/browser-a...

It's amazing this still works in Chrome. Open https://anttiviljami.github.io/browser-autofill-phishing/ , enter some auto-fill info, click "Submit" and monitor your "Network" tab requests. You'll find your browser leaked way more info than those 2 information...

scary... is there any valid scenario where user expects browser to auto-fill the hidden fields?

Re: Customer Service Agents Can See What You're Typing in Real Time

#98

Post by LawnboyMax »

I didn't know this for sure, but assumed that agents can see me typing for the sake of better response time.

I usually type my questions in a text editor first and then paste it into a service agent chat when I am sure that it is exactly what I want them to see.

Re: Customer Service Agents Can See What You're Typing in Real Time

#99

Post by somebodythere »

rhizome wrote: post #45

As I post this, every comment is "Derp if you're surprised, I mean this is how every site is. GOSH." However, you sure don't see this in the e.g. Munchery shutdown story. "90% (or whatever) of all startups fail, big whoop. Everybody with a decent understanding of business knows this."

It's not even true. This behaviour is not obvious at all. No consumer messaging application allows you to see what the other person is typing before they have sent it.

Re: Customer Service Agents Can See What You're Typing in Real Time

#100

Post by lolc »

laumars wrote: post #83
lolc wrote: post #72

Earlier quoted context omitted.

It's ok if both parties know what's going on. If visitors are left with the expectation that a message becomes visible on the other end when they send it then it is not ok at all.

People give off all kinds of messages they don’t realise; from facial expressions and other forms of body language to the tone and volume of their speech. We are forever communicating far more information then we ever intend to and people who deal with customers are trained how to read those tells so they can better handle customers temperament as well as their spoken requirements. You lose so much with typed text wh…

You don't sneakily access other people's draft thoughts without very explicitly asking for permission. The eavesdroppers are not reciprocating and sharing their typing either. They're not only creating an asymmetry: they're actively hiding it!
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