Augmented and virtual reality based process oversight

A non-transitory, computer-readable medium storing computer-readable instructions executable by a computer and configured to:

• identify, at a first system executing a process-based operation performed at a physical first location in association with a customer, a current action of the process-based operation performed by a first user at the first location for the customer, the current action of the process-based operation triggering an automatic request for oversight to be performed by a second system at a remote second location;
• in response to the identifying, identify a current state associated with a current step of the process-based operation at the first location;
• determine at least one image or video input source capturing at least a portion of the process-based operation in the current state occurring at the first location;
• generate, for presentation at a display at the remote second system, a simulation of the current state of the process-based operation at the first location, the simulation incorporating input from the at least one identified input source;
• generate, for presentation at a display at the second location, a simulation of the current state of the process-based operation at the first location, the simulation incorporating input from the at least one determined image or video input source and simulating the current state of the process-based operation performing the current action of the process-based operation from a perspective of the first user;
• identify an action performed at the first location in the current state of the process-based operation, wherein the action performed at the first location requires authorization at the remote second location;
• and
• transmit a request to the remote second location to authorize the identified action.

A computerized method performed by one or more processors, the method comprising:

• identifying, by at least one processor and at a first system executing a process-based operation performed at a physical first location in association with a customer, a current action of the process-based operation performed by a first user at the first location for the customer, the current action of the process-based operation triggering an automatic request for oversight to be performed by a second system at a remote second location;
• in response to the identifying, identifying, by at least one processor, a current state associated with a current step of the process-based operation at the first location;
• determining, by at least one processor, at least one image or video input source capturing at least a portion of the process-based operation in the current state occurring at the first location;
• generating, by at least one processor and for presentation at a display at the second location, a simulation of the current state of the process-based operation at the first location, the simulation incorporating input from the at least one determined image or video input source and simulating the current state of the process-based operation performing the current action of the process-based operation from a perspective of the first user;
• identifying, by at least one processor, an action performed at the first location in the current state of the process-based operation, wherein the action performed at the first location requires authorization by the second location;
• and
• transmitting, by at least one processor, a request to the second location to authorize the identified action.