Methods and systems for providing interactive support sessions

A non-transitory computer readable medium for providing automated customer support services, the computer readable medium including instructions that, when executed by at least one processor, cause the at least one processor to perform a method, the method comprising:

• receiving image data captured by an image sensor of a mobile communications device, the image data including at least one image of an inoperative product in an environment of a user;
• performing image recognition on the image data to determine an identity of the inoperative product;
• accessing at least one database to determine a cause of product inoperability based on the determined identity of the inoperative product;
• and
• establishing a self-service support session by retrieving a plurality of sequential instructions to remedy the inoperability of the product and causing visual guidance to be displayed by the mobile communications device, wherein the visual guidance is associated with the plurality of sequential instructions.

The computer readable medium of claim 80, wherein the method further includes:

• receiving additional image data captured after displaying the visual guidance;
• performing image analysis on the additional image data to determine that compliance with the plurality of sequential instructions caused the inoperative product to become operative;
• and
• providing a notice to the user indicative of problem resolution.

The computer readable medium of claim 80, wherein the method further includes:

• receiving additional image data captured after displaying the visual guidance;
• performing image analysis on the additional image data to determine that compliance with the plurality of sequential instructions failed to cause the inoperative product to become operative;
• and
• initiating a remote support session with a human operator.

The computer readable medium of claim 80, wherein the method further includes:

• detecting in image data captured during compliance with the plurality of sequential instructions that the inoperative product is outside a field of view of the image sensor;
• suspending display of the visual guidance while the inoperative product is outside the field of view;
• detecting when the inoperative product returns to the field of view after suspended display;
• and
• resuming display of the visual guidance after the inoperative product is detected to return to the field of view.

An image processing system employing artificial intelligence for providing automated customer support services, the image processing system comprising:

• at least one processor configured to:
• receive image data captured by an image sensor of a mobile communications device, the image data including at least one image of an inoperative product in an environment of a user;
• perform image recognition on the image data to determine an identity of the inoperative product;
• access at least one database to determine a cause of product inoperability based on the determined identity of the inoperative product;
• and
• establish a self-service support session by retrieving a plurality of sequential instructions to remedy the inoperability of the product and causing visual guidance to be displayed by the mobile communications device, wherein the visual guidance is associated with the plurality of sequential instructions.

A method for providing automated customer support services, the method comprising:

• receiving image data captured by an image sensor of a mobile communications device, the image data including at least one image of an inoperative product in an environment of a user;
• performing image recognition on the image data to determine an identity of the inoperative product;
• accessing at least one database to determine a cause of product inoperability based on the determined identity of the inoperative product;
• and
• establishing a self-service support session by retrieving a plurality of sequential instructions to remedy the inoperability of the product and causing visual guidance to be displayed by the mobile communications device, wherein the visual guidance is associated with the plurality of sequential instructions.