Simulator of production scenarios in a non-production downstream environment

A voice call simulation system, the system comprising:

• an interactive voice response system, operating on a hardware processor and a hardware memory, operable to receive and respond to a plurality of communications transmitted by human callers;
• a recorder, operating on the hardware processor and the hardware memory, operable to record each communication included in the plurality of communications;
• a selector, operating on the hardware processor and the hardware memory, operable to select, from the plurality of recorded communications, one or more communications in which an original outcome of the one or more communications includes negative sentiment expressed by a human caller;
• a simulator, operating on the hardware processor and the hardware memory, operable to:
• simulate each of the one or more communications;
• enable a user to swap out one or more original parameters and/or one or more original prediction models for one or more modified parameters and/or one or more modified prediction models used by the interactive voice response system to respond to each of the one or more communications;
• based on the swap out of the one or more original parameters and/or one or more original prediction models, modify the original outcome of the one or more communications;
• and
• enable the user to view the modified outcome of the one or more communications.

A method for updating machine learning models based on sentiment of outcomes of communications within an interactive voice response system, the method comprising:

• receiving, at an interactive voice response system, a plurality of communications transmitted by human callers;
• responding, at the interactive voice response system, to the plurality of communications;
• recording, at a voice to text transformation unit, the plurality of communications;
• selecting, at a selector unit, a subset of the plurality of communications from the plurality of recorded communications, the subset of the plurality of communications comprising communications including an original outcome that includes negative sentiment expressed by human callers;
• simulating, at a simulator unit, each communication included in the subset of the plurality of communications;
• enabling, at the simulator unit, a user to swap out one or more original parameters and/or one or more original prediction models for one or more modified parameters and/or one or more modified prediction models used by the interactive voice response system to form responses to communications included in the subset of the plurality of communications;
• modifying, at the simulator unit, based on the swap out of the one or more original parameters and/or one or more original prediction models, the original outcome of communications included in the subset of the plurality of communications;
• and
• displaying, at the simulator unit, the modified outcome of communications included in the subset of the plurality of communications.