Interactive voice response transcoding

Abstract

Techniques are disclosed that relate to a computer system implementing an interactive voice response (IVR) transcoder. The computer system may receive voice input from an interactive voice response (IVR) system, or other channel. The computer system converts the received input to a request having a common format supported by an artificial intelligence (AI) core including one or more virtual agents. The computer system routes the request to the AI core operable to handle requests specified in the common format. The computer system receives, by the interface module, response data including data (e.g. text data) responsive to the second request. The computer system may implement a conversational artificial intelligence (CAI) platform. The computer system may receive text input from a chat-based input source. The computer system may route another request based on the text input to the AI core, the request being specified in the common text format.