Methods and systems for employing virtual support representatives in connection with mutli-pane video communications

A system comprising:

• at least one processor;
• and
• at least one non-transitory computer readable storage medium storing instructions that, when executed by the at least one processor, cause the system to:
• establish a first connection between a mobile device and a support terminal;
• provide a virtual support representative that automatically conducts a video chat with the mobile device via the first connection;
• determine by the virtual support representative, automatically and without user intervention, a display element to provide to the mobile device;
• provide the display element to the mobile device via a second connection during the video chat, wherein the display element causes the mobile device to display the video chat in a first pane and the display element in a second pane;
• maintain a tasks transcript of actions performed by the virtual support representative during the video chat;
• determine to transfer the video chat from the virtual support representative to a support representative user based on applying a workflow, a framework, or a document constraint to user input received from the mobile device;
• transfer, from the support terminal, the video chat from the virtual support representative to the support representative user via the first connection;
• and
• provide the tasks transcript to the support representative user upon the transfer of the video chat from the virtual support representative to the support representative user.

A non-transitory computer readable medium storing instructions that, when executed by at least one processor, cause a computer system to:

• establish a first connection between a mobile device and a support terminal;
• provide a virtual support representative that automatically conducts a video chat with the mobile device via the first connection;
• determine by the virtual support representative, automatically and without user intervention, a display element to provide to the mobile device;
• provide the display element to the mobile device via a second connection during the video chat, wherein the display element causes the mobile device to display the video chat in a first pane and the display element in a second pane;
• maintain a tasks transcript of actions performed by the virtual support representative during the video chat;
• determine, to transfer the video chat from the virtual support representative to a support representative user based on applying a workflow or a framework to user input received from the mobile device;
• transfer, from the support terminal, the video chat from the virtual support representative to the support representative user via the first connection;
• and
• provide the tasks transcript to the support representative user upon the transfer of the video chat from the virtual support representative to the support representative user.