Next best action management platform

A device, comprising:

• one or more memories;
• and
• one or more processors communicatively coupled to the one or more memories, configured to:
• receive simulation data associated with engaging in an interaction involving a service,
• wherein the simulation data is associated with a set of users and a set of rules for providing the service to the set of users;
• simulate, using a simulation model, the interaction according to the simulation data to determine a probability of a desired outcome of the interaction according to the simulation data,
• wherein the simulation model is trained according to historical data associated with a plurality of previous interactions involving the service;
• determine whether the probability satisfies a next best action threshold;
• and
• when the probability satisfies a next best action threshold:
• provide a next best action output according to the simulation data to permit performance of a next best action associated with providing the service to the set of users according to the set of rules;
• or
• when the probability does not satisfy the next best action threshold:
• determine updated simulation data that causes the probability of the desired outcome to satisfy the next best action threshold,
• wherein the updated simulation data includes an adjustment to the set of rules, and
• provide a next best action output according to the updated simulation data to permit performance of a next best action associated with providing the service to the set of users according to the adjustment to the set of rules.

A non-transitory computer-readable medium storing instructions, the instructions comprising:

• one or more instructions that, when executed by one or more processors, cause the one or more processors to:
• monitor an ongoing interaction between a service representative and a user;
• determine simulation data for the ongoing interaction,
• wherein the simulation data includes:
• a set of operational parameters associated with the ongoing interaction,
• user information associated with the user, and
• an initial set of rules associated with providing a service to the user;
• process, using a simulation model and during the ongoing interaction, the simulation data to predict a probability of a desired outcome of the ongoing interaction according to the simulation data,
• wherein the simulation model is trained according to historical data associated with a plurality of previous interactions corresponding to the ongoing interaction and a plurality of subscribers of the service;
• determine that the probability does not satisfy a next best action threshold;
• determine, based on determining that the probability does not satisfy the next best action threshold, an updated set of rules that, when processed using the simulation model, cause the probability to satisfy the next best action threshold;
• generate a next best action output according to the updated set of rules;
• and
• provide the next best action output to a user device of the service representative to enable the service representative to perform a next best action during the ongoing interaction.