Agent-assisted co-browsing during video KYC sessions. Guide customers through form filling, document uploads, and application completion in real time -- without screen sharing or remote desktop tools.
Traditional screen sharing exposes the customer's entire desktop -- emails, personal files, browser tabs -- creating privacy concerns and a clunky experience. BASEKYC's co-browsing takes a fundamentally different approach. The agent sees only the specific application page the customer is on, and can interact with it in a controlled, permission-based manner.
During a video KYC session, the agent can highlight form fields, scroll to specific sections, point at buttons, and guide the customer step by step through document uploads and application forms. The customer retains full control of their browser while receiving real-time visual guidance from the agent -- eliminating confusion, reducing errors, and cutting session times significantly.
The agent and customer view the same application page simultaneously with pixel-perfect synchronization. When the customer scrolls, the agent sees it. When the agent highlights a field, the customer sees the highlight on their screen. DOM-level sync ensures both parties are always on the same page -- literally.
Agents can point to specific form fields, draw attention to required sections, and visually guide customers through multi-step application forms. For elderly or less tech-savvy customers, this transforms a frustrating self-service experience into a guided, human-assisted process that reduces abandonment rates dramatically.
Walk customers through the document upload process in real time. The agent can highlight the upload area, guide them to select the correct file, and confirm the upload was successful -- all while maintaining the video call. No more back-and-forth emails about missing or incorrect documents.
During the live video KYC session, the agent clicks the co-browse button on their dashboard. The customer receives a simple permission prompt in their browser. Once accepted, the co-browsing session begins instantly with no downloads or installations needed on either side.
The application page renders on the agent's screen in real time through secure DOM synchronization. Sensitive fields like passwords are automatically masked. The agent can see exactly what the customer sees, while the customer's other browser tabs and desktop remain completely private.
The agent uses visual tools -- highlights, pointers, annotations -- to guide the customer through forms, uploads, and verification steps. The customer fills in their own data while receiving clear, visual direction. Once the task is complete, the co-browsing session ends and the video call continues seamlessly.
Every co-browsing interaction is recorded alongside the video call, capturing agent actions (highlights, pointer movements, annotations) and customer responses in a synchronized timeline. This meets RBI's V-CIP requirement for complete session documentation and creates an audit trail that shows exactly how the agent assisted the customer during the verification process.
Sensitive form fields -- passwords, OTPs, bank account numbers, and other PII -- are automatically masked from the agent's view during co-browsing. This field-level privacy control aligns with the Digital Personal Data Protection Act (DPDPA) and RBI's data protection guidelines, ensuring agents can assist without accessing information beyond their authorization scope.
Co-browsing only activates after explicit customer consent via an on-screen permission prompt. The customer can revoke access at any time, and the session boundaries are strictly limited to the application page. This consent-first approach satisfies RBI customer consent requirements and DPDPA provisions for purpose-limited data processing during verification interactions.
All co-browsing data is transmitted over TLS 1.3 encrypted channels with no customer page data stored on BASEKYC servers. DOM elements are streamed in real time and discarded after the session ends. This zero-persistence architecture satisfies data minimization principles under DPDPA and ensures co-browsing sessions leave no residual customer data footprint.
Downloads Required
Sync Technology
Privacy Masking
Real-Time Sync Latency
Encryption Protocol
Browser Support
Uptime SLA
Integration Method
Assist customers through complex bank account opening forms with real-time co-browsing during video KYC sessions.
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Data-driven insights into how real-time agent assistance during video KYC sessions reduces drop-offs and improves first-attempt completion rates.
How combining co-browsing with automated workflows eliminates friction points in customer onboarding and accelerates verification completion.
Eliminate confusion, reduce drop-offs, and deliver a white-glove onboarding experience with privacy-safe co-browsing built right into your video KYC sessions.