Non-Production Downstream Simulator for Historical IVR Calls
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Solution Overview
Problem
Existing interactive voice and text response systems face challenges in ensuring positive communication outcomes and preventing negative sentiment, necessitating a simulator that can simulate calls in a downstream environment and adjust parameters to enhance communication quality.
Innovation Solution
A simulator system that includes a recorder, selector, and simulator to identify and modify communications with negative sentiment, allowing users to swap out parameters and prediction models to improve response outcomes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a simulator is used to simulate calls in a downstream environment, then communication quality can be improved, but system complexity increases
Solution Approach 1:
The patent creates a downstream environment that copies the production environment's call processing logic and parameters. This allows testing and simulation of communication scenarios without affecting the actual production system, thereby improving communication quality assessment while maintaining system isolation and managing complexity through environmental separation.
Solution Approach 2:
The simulator acts as an intermediary between the production system and the evaluation process. It receives parameters from the production environment, simulates call outcomes, and provides feedback without directly modifying the production system. This intermediary role enables quality improvement while keeping the core system unchanged and manageable.
2Reliability
If parameters are swapped out in the simulator, then communication outcomes can be improved, but ease of operation decreases
Solution Approach 1:
The simulator enables dynamic adjustment of parameters and prediction models without requiring system reconfiguration. Users can swap out parameters and models to test different scenarios, and the system adapts in real-time to show how changes affect communication outcomes. This dynamic capability improves outcome optimization while maintaining operational flexibility.
Solution Approach 2:
The system allows parameters and prediction models to be pre-configured and tested in the downstream environment before deployment to production. This preliminary action enables thorough testing of parameter combinations and model effectiveness, improving communication outcomes while reducing the complexity of production system modifications.
3Measurement precision
If the simulator tests multiple prediction models, then response accuracy improves, but time consumption increases
Solution Approach 1:
The simulator enables periodic testing of multiple prediction models against the same dataset in the downstream environment. This allows systematic evaluation of different models' performance on communication outcomes without requiring continuous production system interruptions. The periodic nature of testing balances accuracy assessment with time management.
Solution Approach 2:
By copying the production environment's data and call scenarios to the downstream simulator, the system can test multiple prediction models simultaneously or in sequence using identical test cases. This copying approach ensures consistent evaluation criteria across models while enabling parallel or efficient sequential testing, improving response accuracy without excessive time loss.
Data Source
AI summary
A method for simulating a historical call is provided. Methods may receive a communication between a human caller and an interactive voice response system. The communication may have occurred within a production environment. The communication may include utterances communicated by the human caller, responses presented to the human caller by the response system and/or an original outcome of the communication. Methods may receive original components used by the response system to form the responses. The original components may include prediction models and/or parameters. Methods may input the communication and the original components into a simulator. Methods may enable a user to swap out the original components for modified components. Methods may modify the original outcome based on the swap out of the original components for the modified components. Methods may present the modified outcome and the modified components.