Traditional IVR systems are built for routing, not empathy. When the audience is crime victims seeking updates about the status or location of an offender, a static voice tree and basic speech detection are not enough.

In this session, Zennify will share how we are modernizing a large-scale victim notification system that operates across 48 states and supports 17 languages. The goal is to replace a legacy IVR experience with an AI-powered voice assistant built on Twilio Voice and conversational AI patterns.

We’ll walk through how we are designing the system to deliver more natural language understanding, clearer self-service paths, and a more empathetic interaction model, while maintaining the reliability and scalability required for a multi-state public service platform. We will also cover multilingual support considerations, governance, and how to design voice experiences where clarity and trust matter more than speed alone.