【小心你正在写的东西!】

【小心你正在写的东西!】在您按实时聊天发送之前,客户服务代理可以查看您正在键入的内容。据外媒报道,客户服务聊天中的一个令人担忧的特征已被发现,并且有许多用户担心他们的隐私。Gizmodo表示,越来越多的实时聊天服务(通常用于将客户服务代表与需要帮助的用户联系起来)被发现配备了实时打字视图”  这使得客户服务代表甚至可以在您发送之前查看您正在键入的内容。用户问:在发送之前,你能看到我正在输入的消息吗?客服代表回答:我们预览了。” 根据Gizmodo的说法,还有其他提供此功能的服务,例如Live Chat,它具有'消息偷看'工具。

Be careful what you write! Customer service agents can see what you're typing BEFORE you press send in live chats

  • A number of live chat services used by customer service representatives have tools that allow them to see what users are typing before they send a message
  • It has raised privacy concerns as many users are unaware of these features
  • Other services can see what websites a person is viewing or pages they open

A worrying feature in customer service chats has been discovered and it has many users concerned about their privacy.

A growing number of live chat services, which are often used to connect customer service representatives with users in need of help, have been found to be equipped with 'real-time typing view,' according to Gizmodo.

This lets customer service representatives see what you're typing even before you send it.

A number of live chat services, often used to connect customer service representatives with users in need of help, have been found to be equipped with 'real-time typing view'

While many claim the feature is meant to help customer service reps prepare an answer to your question ahead of time, it's unclear if users are aware of the tool.

The issue came to light after Gizmodo received a screenshot from a reader, wherein they bluntly asked a representative in a live chat whether they could see their messages before they were sent.

The live chat was with a representative from a mattress company.

'Can you see the messages I'm typing before I send them?,' the user asked.

To which the representative replied: 'We get a preview.'

In another example, news site Hmm Daily described a case where a company provided a detailed recommendation for a product a mere second after the user sent their question.

Pictured is an example of LiveAgent's real-time chat feature. In it, customer service representatives see what users are typing before they actually send them a message

Pictured is an example of LiveAgent's real-time chat feature. In it, customer service representatives see what users are typing before they actually send them a message

The response time seemed 'uncannily quick' to the reporter, at which point, they began to investigate, eventually stumbling upon a variety of chat service providers that offer 'real-time typing view.'

'View what your customers are typing on Live chat in real-time,' a service called Live Agent notes on its website.

'Have your answers prepared before the customer submits his questions.

'Before the customer clicks the "Send message" button, you have a chance to see in real time what the customer is typing.

'This gives you more time to prepare an answer or solution to the customer's problem. Customers will appreciate your quick and precise answers,' it continues.

However, as it turns out, not all customers appreciate their messages covertly being read as they re-phrase them or decide not to send them at all.

There are other services that offer this feature, such as Live Chat, which has a 'message sneak peek' tool, according to Gizmodo.

The feature lets customer service reps 'see what the visitor is typing in before they send it over.'

Live Chat counts McDonalds, Ikea and PayPal as a few of its customers.

As if that wasn't creepy enough, some services also offer people the ability to see what webpages their customer has open and receive notifications of every webpage they open, Hmm Daily said.

Users should be wary of other customer service interactions as well, Gizmodo noted, as many are unaware that calls recorded for 'quality assurance purposes' often include any audio when customers are on hold, which can include anything from private conversations with your family members to you talking to your pet.

Other services that offer this feature, like Live Chat, have a 'message sneak peek' tool that previews users messages. Live Chat counts McDonalds, Ikea and PayPal as  its customers

Other services that offer this feature, like Live Chat, have a 'message sneak peek' tool that previews users messages. Live Chat counts McDonalds, Ikea and PayPal as its customers

Many pointed out that the services could somewhat alleviate privacy concerns if they simply notified users that customer service representatives see what they're typing before they send it.

To notify users, it could be as simple as including a disclaimer or button on the chat window that warns of the feature.

The feature brings to mind the user data mishaps experienced by Facebook, Google and the like.

While the tools are meant to improve the user experience, they end up paying little attention to their privacy - a phenomenon that has become all too common in Silicon Valley, Hmm Daily noted.

https://www.dailymail.co.uk/sciencetech/article-6439485/Be-careful-write-Customer-service-agents-youre-typing-press-send.html


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