20. The device of claim 17 , where the multimedia content item includes at least one of: audio instructions, video instructions, a frequently asked questions document, an operating manual, or content retrieved from a remote device.
17. A device comprising: a memory to store instructions; and a processor to execute the instructions to: receive, from a user device, a first request that includes first information, the first request being received during a multimedia session between the device and the user device, determine that the first information is insufficient to identify a multimedia content item, request second information to narrow the request based on determining that the first information is insufficient to identify the multimedia content item, receive the second information from the user device, the second information including one or more of an image, a video, or a data file, a type of the second information being different from a type of the first information, and the second information being different from the multimedia content item, identify the multimedia content item based on the first information and the second information, cause the multimedia content item to be provided to the user device, receive, from the user device and after providing the multimedia content item, a second request associated with communicating with a live agent, send, to a call center device associated with the live agent and based on receiving the second request, information identifying the multimedia content item, and transfer the multimedia session to the call center device associated with the live agent.