How it works?
Vhelpi connects the operator with the customer through an internet-based video link. Depending on the use case, the operator’s tasks may include property condition assessment, data collection, providing remote assistance to the customer, or conducting visual environment assessments and damage evaluations.
Our system eliminates unnecessary processes, such as requiring registration or email confirmation. This allows customers and operators to connect in the simplest and most efficient way possible. The software sends a unique, one-time-use invitation link to the customer’s phone via SMS. By opening the link in their browser, an interactive video connection is established in seconds.
Agent as an insurance agent, technician, operator, doctor or damage assessor
After reporting the damage, problem, error or illness. The agent contacts the customer through the platform instead of leaving the premises.
Customer as a damage reporter, claimant or patient
The customer opens the link on their smartphone and starts the video stream in mobile browser, so the agent can virtually assist and examine the customer’s environment or their problem.
Technology
The core of the system is a high-quality video connection established between browsers, which adapts to the available network quality. To achieve this, we utilize WebRTC (Web Real-Time Communication), an open-source protocol suite that enables real-time communication.
WebRTC is an open protocol developed and published by Google, now supported and uniformly implemented by most modern browsers.
Telecommunication holds immense significance in today’s information-driven society, a trend that intensified during the pandemic. This shift has prompted numerous companies and software engineers to back and develop WebRTC, not only in browsers but also beyond them, implementing the protocol in the native software domain.
As a result, WebRTC has become the core technology behind products from tech giants such as Facebook Messenger, Zoom, and Microsoft Teams.
WebRTC essentially integrates the most important and successful real-time communication technologies from the past decades into a sophisticated, state-of-the-art protocol suite.
Among its capabilities, and without claiming to be exhaustive, WebRTC employs DTLS (Datagram Transport Layer Security) and SRTP (Secure Real-Time Transport Protocol) for high-level data encryption, SCTP (Stream Control Transmission Protocol) for transmitting binary data (e.g., files), and RTP (Real-Time Transport Protocol) for streaming media such as video and audio.
The advantage
The core of the system is a high-quality video connection established between browsers, which adapts to the available network quality. To achieve this, we utilize WebRTC (Web Real-Time Communication), an open-source protocol suite that enables real-time communication.
Since Vhelpi is a web-based application accessible directly from browsers, we provide support for all major WebRTC-compatible browser types, including Apple Safari, Google Chrome, and Mozilla Firefox. According to a 2022 survey, 93% of browsers used on mobile devices are one of these three, and this proportion is similarly high for desktop computers, approaching 90%.
What data do we store?
During the development of Vhelpi, we aimed to minimize the amount of data stored or transmitted through our servers.
Customer device information (e.g., approximate location, network type, browser type) is not stored but forwarded in real-time to the operator’s computer. These details are visible only during the session and cannot be retrieved after the call ends. Thanks to the SMS invitations, customer phone numbers also appear anonymously.
The actual video communication, where the operator views the customer’s phone camera feed, occurs exclusively between the two devices over an encrypted channel. As a result, the video stream cannot be recorded or accessed by any third party.
The only data stored in the system are the email addresses and names of registered operators, who have dedicated user accounts.
How can it be operated?
Following modern IT technologies, Vhelpi’s server infrastructure is fully capable of running in a containerized (virtualized) environment. This means it can operate on any server operating system that supports Docker.
The system is also highly competitive in terms of scalability. The role of our servers in establishing video connections and supporting other parts of the application is minimal. As a result, even for partners with a larger user base, there is no need for horizontal infrastructure scaling.
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