Chatbot creation using interactive voice response trees

A chatbot system including a computer hardware system for implementing a chatbot, comprising:

• a hardware processor configured to initiate the following executable operations:
• receiving, from a client device, a user prompt associated with a user and directed to the chatbot;
• identifying an interactive voice response (IVR) tree associated with the user prompt;
• encoding the user prompt and the IVR tree into an encoded input;
• causing the encoded input to be consumed by a trained neural model;
• generating, by the neural model and using the encoded input, business process information;
• generating, by the trained neural model and using the business process information, an answer;
• and
• providing the answer to the client device.

A computer program product, comprising:

• a computer readable storage medium having stored therein program code for implementing a chatbot,
• the program code, which when executed by a computer hardware system within a chatbot system, causes the computer hardware system to perform:
• receiving, from a client device, a user prompt associated with a user and directed to the chatbot;
• identifying an interactive voice response (IVR) tree associated with the user prompt;
• encoding the user prompt and the IVR tree into an encoded input;
• causing the encoded input to be consumed by a trained neural model;
• generating, by the neural model and using the encoded input, business process information;
• generating, by the trained neural model and using the business process information, an answer;
• and
• providing the answer to the client device.