Emscale - An Intellectt Company
IVR Crawler

Let the AIMake the Call.

AI-powered outbound voice automation that autonomously navigates IVR systems, understands conversations, leaves voicemails, and completes real business workflows without human intervention.

Every Outbound Call.
Placed.
Navigated.
Completed.
Book a Live DemoWatch Product Demo
Live Session00:03
Placing Outbound Call00:03
+1 (555) 123-4567
Navigating IVR Menu00:18
Pressing option 2
Speaking with Agent01:42
Live conversation
Booking Confirmed02:34
Appointment ID: APT-782951
AI Handling. You’re Covered.
Live Product Demonstration

Watch AI Complete
A Real Outbound Call.

IVR Crawler autonomously places outbound calls, navigates IVR systems, speaks naturally, completes business workflows and returns structured outcomes, with no human in the loop.

Outbound00:02
Healthcare Appointment CenterCalling…
“Press 1 for Appointments, 2 for Billing…”123456AI selected option 1
Hi, I’m calling to schedule an appointment for a patient.Sure, can you confirm the patient’s date of birth?Yes, March 14, 1986. Member ID 4471-A.
Appointment ConfirmedConfirmation numberAPT-782951
Session timelineLive conversation eventsLive
Dialing NumberOutbound call placed through Twilio BYOC SIP.
IVR Menu DetectedMenu tree parsed live, six options mapped.
AI Selected Correct OptionDTMF tone sent for the Appointments branch.
Natural Conversation StartedSpeaking with the scheduling agent.
Patient Details VerifiedName, date of birth and member ID confirmed.
Appointment ConfirmedAugust 14, 9:30 AM secured with the clinic.
CRM UpdatedStructured outcome written back to the record.
Analytics RecordedCall outcome logged for reporting.
No Human InterventionAutonomous IVR NavigationNatural AI ConversationsStructured Business Outcomes
Enterprise Capabilities

Everything Required for
Autonomous Outbound Calling.

IVR Crawler combines intelligent calling, conversational AI, enterprise integrations and operational visibility into a single autonomous platform.

Autonomous outbound calling and IVR navigation.Call OrchestrationAutonomous outbound calling and IVR navigation.Autonomous IVR NavigationGenesys + Twilio SIP BridgeDual Context Input
Context-aware reasoning powered by enterprise AI.AI IntelligenceContext-aware reasoning powered by enterprise AI.Real-Time Speech RecognitionContext-Aware AI EngineTriple Conversation Modes
Call Orchestration
123456
Intent detected
148 calls / hr
AI Core
Natural voice synthesis with precision streaming.Voice EngineNatural voice synthesis with precision streaming.Amazon PollyPrecision Audio PacingAudioHook WebSocket Stream
Enterprise visibility and complete operational control.Command CenterEnterprise visibility and complete operational control.REST Control APIsReal-Time Outcome TrackingLive Health Dashboard
How It Works

Every Call Follows
One Intelligent Journey.

From context collection to confirmed booking, IVR Crawler orchestrates every stage of an outbound call autonomously.

Prepared00:00
Call ContextReady to Call
Patient · Daniel RiveraClinic · Northside MedicalReason · Follow-up consultIntent · Book appointmentReady to call
Genesys CampaignTwilio BYOC SIPHospital Line
“Press 1 for Appointments”123Hi, I’m calling to book a follow-up consult.Sure, what date works best?Transcribing… “August 14 at 9:30 works”
Amazon TranscribeBedrock Nova LiteAmazon PollyBooking ConfirmedAPT-782951

Context Collection

Patient, clinic and reason are captured through the control API, then compiled into a single call intent the AI can act on.

REST Control APIDual Context InputIntent Builder

Autonomous Dialing

The outbound campaign fires through Genesys Cloud CX and a Twilio BYOC SIP bridge, no agent seat, no manual dial.

GenesysTwilio SIPAudioHook

Live Conversation

Speech is transcribed in real time, IVR prompts are answered with DTMF, and the AI speaks naturally with whoever picks up.

Amazon TranscribeBedrock Nova LiteAmazon Polly

Structured Outcome

The confirmed booking is captured, verified and written back as a structured result your systems can consume.

Nova LiteOutcome APICRM Sync
Use Cases

Built for Organizations
That Depend on Outbound Calls.

From healthcare appointment booking to enterprise logistics, IVR Crawler automates outbound calling workflows across every industry that relies on IVR-based communication.

HealthcareHospital appointment centreLive automation
Live call01:10Hospital appointment centreAI speaking with agentAppointment Confirmed
0Appointments booked0%Success rate2m 34sAvg call time
Autonomous workflowDialIVRBookingConfirmation
Appointment ConfirmedZero hold timeHIPAA-aligned
HealthcareAppointment booking, reminders and pre-authorisation calls handled end to end.Appointment scheduling with hospital IVR treesInsurance pre-authorisation follow-upsAutomated reminder and reschedule callsClinical staff stop waiting on hold.
InsuranceCarrier verification and claims status retrieval without a single agent seat.Policy and eligibility verification with carriersClaims status follow-up at scalePremium and renewal confirmation callsEvery claim chased the same day.
EnterpriseSupplier confirmations and delivery scheduling wired straight into your ERP.Purchase order and delivery confirmationVendor verification and onboarding checksLogistics scheduling with carrier IVRsSupply chain confirmations run overnight.
GovernmentCitizen appointments, benefits confirmation and public notification campaigns.Citizen appointment schedulingBenefits and entitlement confirmationLarge-scale public notification callsCitizens reached without call-centre surge hiring.
HealthcareHospital appointment centreLive automation
AI calling01:10Calling HospitalIVR DetectedAppointment BookedSuccessBusiness outcomeConfirmation sent to the patient record
0%Booking success0 secAverage call
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InsuranceCarrier verification deskLive automation
AI calling01:10Calling CarrierPolicy VerifiedStatus RetrievedCompletedBusiness outcomeClaim status written back to the policy
94%Verification success51 secAverage call
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EnterpriseSupplier confirmation lineLive automation
AI calling01:10Calling SupplierOrder ConfirmedERP UpdatedSuccessBusiness outcomePurchase order synced to the ERP
96%Confirmation rate38 secAverage call
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GovernmentAgency service centreLive automation
AI calling01:10Calling AgencyAgency IVRConfirmationCase UpdatedBusiness outcomeCitizen case closed and logged
92%Completion rate46 secAverage call
Learn more
Enterprise Integrations

Built on the World’s Leading
Enterprise AI & Telephony Stack.

IVR Crawler integrates natively with enterprise telephony platforms, AWS AI services and business systems, eliminating middleware while creating one seamless outbound automation pipeline.

Outbound campaign firingGenesys Cloud CXOutbound campaign orchestration
Transcribing live audioAmazon TranscribeStreaming speech to text
Reasoning over contextBedrock Nova LiteContext-aware reasoning
SIP media bridgedTwilioBYOC SIP media bridge
Orchestration engineIVR CrawlerOutbound campaign firing
Synthesising voiceAmazon PollyNeural voice synthesis
Orchestrating eventsFastAPI BackendEvent and session orchestration
Scaling the clusterPrometheus + AWS EKSMonitoring and auto scaling
Writing back outcomeCustom CRM / EHRStructured outcome write-back
Orchestration engineIVR Crawler
Genesys Cloud CXOutbound campaign orchestration
Amazon TranscribeStreaming speech to text
Bedrock Nova LiteContext-aware reasoning
TwilioBYOC SIP media bridge
Amazon PollyNeural voice synthesis
FastAPI BackendEvent and session orchestration
Prometheus + AWS EKSMonitoring and auto scaling
Custom CRM / EHRStructured outcome write-back
Native TelephonyGenesys + Twilio, no middlewareEnterprise AIBedrock reasoning on every turnReal-Time StreamingAudioHook WebSocket mediaREST APIsTrigger and track any callKubernetes NativeEKS with auto scalingCRM IntegrationOutcomes written back
Security & Compliance

Enterprise Security
Built Into Every Call.

IVR Crawler operates in regulated healthcare, insurance and government environments where every conversation must remain secure, private and fully auditable.

Every outbound call passes through multiple protection layers, from authentication and encrypted communication to infrastructure isolation and graceful recovery.

AuthenticationEncryptionInfrastructureMonitoringCompliance
IVR CrawlerProtected
Authentication layer verifying every frame
HMAC-SHA256 VerificationAuthentication layerEvery AudioHook WebSocket frame is individually verified with HMAC-SHA256 before processing.Audio packetVerification pulseAccepted
API Key AuthenticationAuthentication layerEvery REST endpoint requires secure API key authentication before campaign management actions are executed.Key presentedLock opensRequest succeeds
PII RedactionCompliance layerPatient names and sensitive information are automatically redacted before transcripts and logs are stored.TranscriptFields redactedEncrypted storage
Network IsolationInfrastructure layerAI services run inside private AWS subnets, only the Application Load Balancer accepts public traffic.Public trafficALB onlyPrivate subnets
TLS 1.2+ EncryptionEncryption layerAll WebSocket audio streams, REST API calls and database traffic are protected using TLS 1.2+ encryption.ConnectionTLS handshakeEncrypted packets
AWS IAM + IRSAAuthentication layerIAM Roles for Service Accounts provide least-privilege access with no static credentials.IAM roleTemporary credsScoped access
Circuit BreakersMonitoring layerAutomatic circuit breaker patterns prevent cascading failures across AI services during degraded conditions.Failure detectedTraffic reroutedPlatform healthy
Graceful DisconnectMonitoring layerSessions close cleanly, preventing incomplete calls or undefined system states during interruptions.Call endsSession closesResources released
HIPAA ReadyTLS 1.2+Private NetworkingLeast Privilege IAMEncrypted AudioHighly Available
Frequently Asked Questions

Everything you need to know.

Answers on telephony requirements, conversation modes, scalability and running autonomous outbound calling in a regulated enterprise.

What telephony infrastructure does IVR Crawler require?

AI thinking

IVR Crawler is built on Genesys Cloud CX with Twilio BYOC SIP integration. You need a Genesys Cloud CX license with outbound campaign capabilities and a Twilio account configured for BYOC SIP. No additional on-premise telephony infrastructure is required.

How does the system know whether it has reached an IVR, a voicemail, or a live person?

AI thinking

Bedrock Nova Lite classifies each call turn in real time based on the transcribed audio content. The model uses chain-of-thought reasoning to determine the active mode (IVR, voicemail or live human) and adjusts its response strategy accordingly on every turn.

Can IVR Crawler handle complex, multi-level IVR menus?

AI thinking

Yes. The DTMF generation capability allows the system to traverse menus of arbitrary depth. The AI processes each IVR prompt via Amazon Transcribe, reasons over the available options in context, and selects and sends the appropriate DTMF tone at each step.

What happens if the call drops or the IVR system disconnects unexpectedly?

AI thinking

The platform includes Transcribe auto-reconnect handling, session timeout management and graceful disconnect logic. If a session terminates unexpectedly, the system logs the outcome and the campaign can retry the call according to configured retry policy.

How is caller context passed to the AI?

AI thinking

Before each call, a structured context record is assembled from either the speech-based pre-call connector or a web form. This record contains patient details, target clinic, reason and intent, and is stored and injected as LATEST_IDENTITY context into the Nova Lite prompt at call initiation.

What is the audio frame delivery rate and why does it matter?

AI thinking

Audio frames are delivered to Genesys at exactly 200ms intervals. This precision pacing is critical: delivering audio faster triggers Genesys HTTP 429 throttle errors that degrade call quality. The 200ms cadence is calibrated to stay within Genesys platform limits while maintaining natural speech delivery.

Can the platform scale to handle thousands of simultaneous calls?

AI thinking

Yes. IVR Crawler is containerized and deployed on AWS EKS with horizontal auto-scaling. The Kubernetes infrastructure scales out automatically based on active session load, with no manual capacity management required.

Is the platform HIPAA-compliant for healthcare use cases?

AI thinking

IVR Crawler is architected with HIPAA-compatible controls: PII redaction from transcripts and logs, TLS encryption in transit, AWS IAM least-privilege access, private network isolation and audit logging. Healthcare organizations should conduct their own BAA review with AWS and Genesys as part of their deployment process.

IVR Crawler

Request a Demo

See IVR Crawler place a live call, no scripts, no humans. Our team will demo a real outbound call, from context capture through IVR navigation to booking confirmation, using a live Genesys campaign and the AWS AI pipeline.

Book a Live DemoSpeak with a Solutions Architect
Completed