<story><title>Customer Service Agents Can See What You&apos;re Typing in Real Time</title><url>https://gizmodo.com/be-warned-customer-service-agents-can-see-what-youre-t-1830688119</url></story><parent_chain><item><author>sbuttgereit</author><text>I&amp;#x27;m confused why this is news or surprising?  At least for the audience here.&lt;p&gt;I remember plugins for various IM clients would do the same thing in a chat window some decades ago.  And I remember my days as a sysop in the good old single line dial up BBS days.  You could watch users browse and type all the way back in the mid-80&amp;#x27;s and I&amp;#x27;m sure this has existed about as long as multi-user computers have.&lt;p&gt;If you&amp;#x27;re typing into an application which is any part of a networked or multi-user system, assume someone can see what you do while you&amp;#x27;re doing it (and can log same for later review).&lt;p&gt;...maybe I&amp;#x27;m just old and don&amp;#x27;t understand the kids these days... or maybe it&amp;#x27;s a slow news day...</text></item></parent_chain><comment><author>russley</author><text>I think a lot of it has to do with consumer expectations. We can all sit here and laugh and act unsurprised, but technology has conditioned users that the response isn&amp;#x27;t sent until you press &amp;quot;Send&amp;quot;. Its bad (and I&amp;#x27;d argue harmful) UX.&lt;p&gt;Imagine this scenario: Copying and pasting a debug log, realizing it contains personal or important information (such as password, SSN, or anything else) and it is sent to the agent before you have a chance to redact that info. Or it could be accidentally pasting the wrong thing. I know that I&amp;#x27;ve accidentally pasted Twitter links into my code before.&lt;p&gt;EDIT: Just to clarify my point. If you&amp;#x27;re going to break deeply entrenched user expectations, especially in ways that are often used maliciously: explicitly say you are subverting those expectations.&lt;p&gt;The same reason there are &amp;quot;This call may be recorded&amp;quot; messages when calling in, it shouldn&amp;#x27;t hurt much to add a &amp;quot;For quality assurance purposes, your keypresses may be logged in the chat window&amp;quot;.&lt;p&gt;And if it does hurt, then you should realize your subversion is malicious.</text></comment>
<story><title>Customer Service Agents Can See What You&apos;re Typing in Real Time</title><url>https://gizmodo.com/be-warned-customer-service-agents-can-see-what-youre-t-1830688119</url></story><parent_chain><item><author>sbuttgereit</author><text>I&amp;#x27;m confused why this is news or surprising?  At least for the audience here.&lt;p&gt;I remember plugins for various IM clients would do the same thing in a chat window some decades ago.  And I remember my days as a sysop in the good old single line dial up BBS days.  You could watch users browse and type all the way back in the mid-80&amp;#x27;s and I&amp;#x27;m sure this has existed about as long as multi-user computers have.&lt;p&gt;If you&amp;#x27;re typing into an application which is any part of a networked or multi-user system, assume someone can see what you do while you&amp;#x27;re doing it (and can log same for later review).&lt;p&gt;...maybe I&amp;#x27;m just old and don&amp;#x27;t understand the kids these days... or maybe it&amp;#x27;s a slow news day...</text></item></parent_chain><comment><author>sixothree</author><text>We all know in the back of our head that it&amp;#x27;s possible. But seeing confirmation that it is happening definitely changes how I feel about textboxes.</text></comment>