The present disclosure includes a system and method for handling customer service requests in a virtual computing environment supporting multimedia interactions. In some embodiments, the system includes an automated management tool for receiving a customer service request from a client device, a server for establishing an individualized communication session, and a plurality of available resources capable of being connected to the individualized communication session. In some embodiments, the method includes receiving and establishing a connection between an automated management tool and a client device, receiving a customer service request from the client device, establishing an individualized communication session, and providing resources to the individualized communication session.