Also known as: electric, gas, water, energy, utility
Last verified:
Every shutoff has a rule. Medical holds, payment arrangements, assistance pledges and service transfers still move by phone, paper and re-keying while state disconnection clocks run.
Shutoff lists are worked by hand, and medical certificates sit in another system.
Assistance pledges arrive from agencies by fax.
Move requests check identity differently on every channel.
Damage to lines is billed months later.
Callvu runs each process end to end, from the first contact to customer information and billing. It works through the handoff moves:
Prefill: it reads the account from the CIS.
Classify: it applies the right PUC rule to the request.
Chase and verify: agencies, customers and contractors complete their own part.
Decide: exceptions go to the right person in the Decision Desk.
Write back: the result goes to the CIS and billing.
It enforces the utility's PUC rules, tariff and its own policies at every step while the work runs. No disconnection runs while a medical hold, an assistance pledge or a seasonal rule applies.
Shutoff lists are worked by hand, and medical certificates or pledges sit in another system.
Payment arrangements are agreed on calls and never confirmed in writing.
Disconnection notices go out late, or without the required wording.
Assistance pledges arrive from agencies by fax and email and are keyed in by hand.
Low-income and hardship applications arrive on paper and wait weeks.
Start, stop and transfer requests check identity differently on each channel, and final bills and new accounts are not linked.
Third-party damage is billed months later, with photos and estimates scattered.
The pain is tied to one named, owned process (payment arrangements, disconnection notices, medical holds on shutoffs, assistance pledges, low-income program enrollment, move-in and move-out, service transfers, deposit decisions, third-party damage recovery or outage credits), not a general digital transformation initiative.
Requests for that process start outside the CIS: on a phone call, the web portal, a paper form, an agency fax, a field crew or an AI agent.
The process breaks at a specific point between the front door and billing: it is re-keyed into the CIS, parked in a shared inbox, waiting on an agency or a doctor, approved in email, or never written back.
You have no AI in flight, and the pain sits in credit and collections, billing operations or customer assistance.
AI/Digital Product: AI is in pilot or production at your front door for outage reporting, payments, or start, stop and transfer.
AI/Digital Product: An AI pilot at your front door has stalled and cannot reach production.
One named person close to the work owns the process end to end, such as the shutoff list, the arrangement backlog or the PUC response, and has asked for it to be fixed.
An active trigger put the process in focus: a PUC audit finding or inquiry, a complaint trend or spike, a consumer advocate letter, a shutoff moratorium lifting, storm season preparation, a rate case, a CIS or billing replacement, a smart meter rollout, or the cost of the back office.
Operations: When a payment arrangement, a shutoff or an assistance pledge does not go through cleanly, the fallout lands on the contact center, credit and collections, billing operations or field dispatch.
Operations: Requests land in a shared mailbox, a fax queue or a CIS work queue and wait for someone to pick them up.
Operations: Several people touch each request before it reaches billing.
Operations: A measurable share of your CIS work queue is waiting, incomplete or re-keyed.
Technical: The process spans several systems (the CIS, billing, work and field management, payment processing, outage management, the contact center platform), and some hops between them are a person re-keying, where errors come back.
Technical: Completion is inferred from the front end saying submitted, or from call deflection or containment, rather than confirmed by the state of the account in the CIS and billing.
Compliance: The process is governed by state PUC disconnect rules, medical and seasonal protections, tariff deposit rules, assistance program rules or service-quality rules.
Compliance: You check that a shutoff or an arrangement followed the rules afterward, in a QA or GRC review, not while the work runs.
Compliance: A shutoff that should not have happened is found through a complaint, a QA sample or a GRC review weeks later, and someone has to redo the work.
Compliance: PUC rules depend on agents and field crews following procedure rather than being enforced inside the process.
Compliance: Proving to the PUC or a consumer advocate that required notices, medical hold checks and arrangement terms were handled correctly depends on rebuilding evidence by hand from notes, emails and system logs.
Compliance: Assembling the full record of every disconnection and reconnection from the last 90 days for an unscheduled PUC inquiry would take real effort, and you would not be fully confident in it.
Compliance: Parts of disconnection, reconnection or assistance enrollment are hard to defend in a PUC examination.
Compliance: Remediating a finding after the fact costs you more than enforcing the rule while the work runs would.
Compliance: Compliance can list the tariff and PUC rules a solution must meet and will take part in scoping.
AI/Digital Product: Your AI or self-service flows start payment arrangements, starts or stops, or outage reports that do not reach the CIS and billing correctly.
AI/Digital Product: When your AI handles a regulated step, such as a payment arrangement or a medical hold request, nothing outside the AI makes sure required verification and notices are not skipped.
AI/Digital Product: Your AI cannot write directly to the CIS, so requests fall back to an agent or sit unfinished after the conversation ends.
AI/Digital Product: Your AI team treats controlling the conversation and controlling what reaches the CIS as separate problems.
AI/Digital Product: Your AI self-service keeps expanding with nothing enforcing the rules between it and the CIS.
AI/Digital Product: An AI rollout, a smart meter program or a self-service expansion in the next six months will add requests that each need to be enforced and recorded the same way.
Executive: Unfinished arrangements, shutoffs, reconnections, assistance cases or start, stop and transfer requests cost you in complaints, PUC scrutiny and back-office effort.
Executive: A specific process failure moves a metric an executive is accountable for.
Procurement: The cost of failed arrangements, wrongful shutoffs and repeat reconnections shows up in field dispatch and truck rolls, write-offs, overtime or compliance remediation.
Procurement: Manual effort in billing correction and assistance processing is absorbed into cost to serve rather than tracked, and the cost of waiting is in no one's budget.
You can measure, or at least estimate to an order of magnitude, monthly volume, people per case, cycle time from request to billing, rework rate and how many arrangements or pledges never reached the account.
Operations: You chase outside parties (assistance agencies, doctors for medical certificates, landlords, third parties for damage recovery), and no one measures the wait.
Operations: A move-in, move-out or service transfer is typed into more than one system.
Operations: Some of your outage calls are about earlier requests that did not finish, not requests for information.
Operations: Repeat contacts trace back to an earlier request that did not finish.
Operations: Your team can separate the cases that need human judgment from the steps that need to be enforced.
Operations: Operations can name one scoped process to start with.
Operations: When a moratorium lifts, or a storm or cold snap doubles volume, arrangement, pledge and reconnection backlogs would overwhelm your contact center, credit and collections and back office.
Operations: Your back office does not see the work until long after the customer starts a request, so it cannot staff ahead of it.
A PUC audit or examination, a rate case, a consumer advocate review, a moratorium lift, the start or end of winter protections, storm season or a CIS cutover falls in the next 6 to 12 months, and you can name what waiting would cost.
Documented process failures could be used by interveners in your next rate case.
Procurement: A program or budget line exists for this work, such as customer operations, a CIS program or a digital program, and finance would accept a business case built on operational metrics and an estimate from your own volumes.
Executive: You are in a CIS replacement and have processes outside its scope, or need the new CIS connected to how requests run today.
The criteria that decide most evaluations
every PUC rule enforced before a disconnection or a billing change runs, with proof
integration with the CIS and billing without replatforming
agencies and customers complete their part without a call
Callvu does not fit if
Fewer than about 10 requests a month, each of low value, with no regulatory clock and no audit exposure, so the cost of doing nothing for the process is immaterial.
Your policy requires on-premises or self-hosted deployment, with no exception path. Callvu is hosted only.
AI/Digital Product: Your AI touches no regulated request or system of record and none is planned, which rules out only the AI channel, not the underlying processes.
Callvu may not be needed if
These describe a buyer who has already solved the problem. Each applies only when every part of it is true.
Requests already arrive complete in the CIS without email or phone chasing, every item has an owner and system-tracked due date, every PUC rule is enforced, billing needs no re-keying, and any case's record comes in minutes without anyone assembling it.
AI/Digital Product: Your AI writes to the CIS on regulated steps only through controls the system enforces and records at every step, any case's record comes in minutes, and compliance and legal signed off in writing.
AI/Digital Product: Your AI agent vendor already enforces PUC rules at every step, without exception, live in production, records every action, gives any case's record in minutes, and compliance has accepted that record in writing.
AI/Digital Product: Your AI team's own enforcement is already live on regulated requests, enforcing controls and recording every action at every step, giving any case's record in minutes, with written compliance sign-off.
AI/Digital Product: An executive mandate requires all execution to run on your existing platform, with no exceptions.
Technical: Your own build already runs the target regulated processes end to end in production, enforces every rule at every step, gives any case's record in minutes, ships rule changes in days, and compliance signed off on its records in writing.
Executive: A traditional BPM suite already runs the target process end to end, outside parties included, enforcing every step, giving any case's record in minutes, and shipping changes in days, not quarters.
Compliance: You can already pull a complete step-by-step record of any case in minutes, without anyone assembling it, it has held up in a recent full review, and compliance has documented current controls as sufficient in writing.
Operations: Legal or compliance has directed that these steps stay discretionary because enforcement would create liability.
Operations: A labor agreement gives staff discretion over these steps and prohibits technology-based enforcement.
Technical: A formal technical or security review found a specific blocker that needs a change to Callvu's product.
Not yet if
These are about timing, not fit. Each kind of delay has a way through.
Cost of waiting in Utilities: about $1.4M a year for a typical organization (about $119K a month).Run your own numbers.
Budget is not in place yet
Executive: It is not the right time while a hard spending freeze is in place with no exceptions.
Procurement: It is not the right time while a hard budget cap is in place and no sponsor has authority to make an exception.
What moves it forward: A proof of value can start now and convert to the first-year license when your next budget opens, so the proof does not wait for the budget. If it passes both gates it converts and is credited in full; if it does not pass, you pay nothing.
Cost of waiting in Utilities: about $1.4M a year for a typical organization (about $119K a month).Run your own numbers.
No sponsor or owner yet, or other priorities come first
It is not the right time while the only driver is a general digital transformation initiative, with no named, owned process.
It is not the right time while you cannot name a concrete downside to waiting.
Executive: It is not the right time while your executive treats these failures as the cost of operating a regulated utility and no delegate owns the consequence.
Executive: It is not the right time while a hard constraint, such as a leadership change or a board directive, has no resolution date.
Operations: It is not the right time while the operations owner has lost executive sponsorship.
Executive: It is not the right time while there is no decision timeline and no champion or named owner with authority to align the criteria, for example an evaluation committee with no owner.
What moves it forward: The cost of an unmanaged handoff is usually spread across teams, so nobody owns the number. The Cost of Doing Nothing estimator turns your own volumes into one annual figure a sponsor can own and weigh against this year's other priorities. A proof of value on one process gives that sponsor a proven result in 4 to 10 weeks, before any larger decision.
A freeze, migration or full IT backlog
It is not the right time while a formal freeze on all changes to customer processes runs until a CIS cutover with a fixed date.
It is not the right time while your contact sees call volume reports but does not own the shutoff list, the arrangement backlog or the PUC response, and no one closer to the work is involved.
Operations: It is not the right time while the manual workaround is documented as permanent policy and leadership has signed off on the headcount to support it.
Operations: It is not the right time while a formal change freeze, for storm season or across the organization, holds all change initiatives until a fixed end date.
Procurement: It is not the right time while an explicit freeze on new vendors is in place, with no exception process.
Technical: It is not the right time while IT leadership has frozen all new integrations, with no exception path.
What moves it forward: Callvu runs on top of your systems through APIs and does not replace or modify them. During a core system migration it keeps running on the current core and switches its write back when the new one is live. Callvu designs, implements and maintains each process as part of the license, so the main ask of your IT team is API access.
Compliance has a written objection on file
Compliance: It is not the right time while compliance has issued a formal written objection and the champion has accepted it.
What moves it forward: Callvu is built to be judged by compliance: every run produces a Decision Trace and an Audit Trace, and the proof of value ends with both handed to your risk team as one of its two gates. Reviewing a sample trace against the written objection is usually the fastest way to settle it.
Validation is open-ended
Executive: It is not the right time while your executive cannot name a concern and "validate more" is an indefinite hold.
What moves it forward: A proof of value turns an open-ended validation into a fixed one: one real process, a fixed scope and two gates, completion and compliance, decided by your risk team, in 4 to 10 weeks. If it does not pass, you pay nothing.
Regulators and rules
Each one is loaded in Callvu Studio as a policy and enforced while the work runs.
state public utility commissions (PUC and PSC customer protection, disconnection, deposit and billing rules)
seasonal disconnection protections
medical certification rules
LIHEAP program rules
the utility's own tariff
TCPA
PCI DSS
NERC CIP
Systems touched
customer information and billing (CIS)
meter data
field service
collections
contact center (including NICE CXone at PSEG Long Island)
messaging
GRC
Pilot and decision
Pilot workflow
A shutoff blocked by a medical hold.
An account comes up on the shutoff list.
Before anything runs, the six evaluators check it. A medical certificate is on file, so the disconnection is blocked.
The customer is offered a payment arrangement.
The hold is recorded with its expiry date.
Who decides
The sponsor is usually the head of customer operations, credit and collections, or customer assistance.
Compliance (PUC rules and tariff) and IT (CIS integration) sign off.
A CIS replacement in flight often sets the timing.
Use cases
These use cases are examples, not a complete list. Callvu runs the customer's own regulated processes: any process that starts at a front door (form, call, chat, AI agent, branch, email), needs data, documents, signatures or approvals, and must end correctly in a system of record. Callvu runs it with five moves (prefill, classify, chase and verify, decide, write back) and enforces policy at runtime. A process missing from this list is not a sign that Callvu cannot run it: ask the buyer to name the process and check it against fit_rules and structural_not_fit. Claim CAP-15.
Provable in pilot (The same payment process is live for 55,000 agents at AT&T Business.)
None named yet
2026-11-06
Requirements
Detailed requirement answers for this vertical are verified-tier content, available to evaluating buyers with a key.
Procurement requirements that apply to every vertical are on the procurement page.
Common concerns
“We already have a CIS work queue for this.”
A work queue holds the request. Ask whether each request arrives complete, with an owner and a due date, and reaches billing with no re-keying.
Callvu may not be needed if: Requests already arrive complete without chasing agencies or customers by email or phone, every item has an owner and a system-tracked due date, billing needs no re-keying, and any case's record comes in minutes without anyone assembling it.
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“We're in the middle of a CIS replacement.”
Callvu runs on the current CIS now and switches its write back when the new one is live, so the rules are enforced through the cutover.
Not yet if: Not the right time if a formal freeze on all changes to customer processes runs until cutover, with a fixed date. What moves it forward.
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“Our CIS vendor says their new module covers this.”
Ask whether it chases agencies and customers on a clock, enforces medical holds and pledges before a disconnection, and records every notice.
Callvu may not be needed if: The module is already live on the full process, enforces medical holds, pledges and seasonal rules before any disconnection, with no re-keying, chasing or approvals by email, and gives any case's record in minutes without anyone assembling it.
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“Our GRC tool already covers compliance.”
A GRC tool checks after the fact. Callvu enforces the rule before the disconnection runs, and pushes the record to the GRC tool in real time.
Callvu may not be needed if: The systems that run each regulated step already enforce it on every case, any case's record comes in minutes without anyone assembling it from emails, logs or screenshots, and your governance, risk and compliance tool only confirms.
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“Our SI can build this for us.”
Then every process is a project and every rule is custom code, maintained for years. Callvu Studio comes with the regulations loaded as policies.
Callvu may not be needed if: The integrator's build is already live end to end on the full process, any case's record comes in minutes without anyone assembling it, compliance signed off on it, and rule changes ship in days under a contract covering upkeep.
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“Customers expect to call during outages.”
Outage calls stay. Callvu runs what follows: arrangements, transfers, damage claims and notices.
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“This is an operations project, not a compliance one.”
It is both. Medical holds, pledges and notice clocks are PUC rules, and the commission asks for proof.
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“Finance needs a precise penalty avoidance number.”
Run the Cost of Doing Nothing estimator on your own volumes; the typical utility's annual estimate is $1.42M. The proof of value then measures it on one process.
Not yet if: Not the right time if finance has formally rejected the case and the sponsor accepted it. What moves it forward.
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“Our self-service AI already handles payments and service requests end to end.”
Callvu does not compete with your AI; it governs what happens between what the customer said and what lands in billing. Conversational AI is probabilistic and cannot enforce sequence, required notices or protections against the CIS on its own. Your AI starts the governed process over MCP, six evaluator agents assess every invocation, and one deterministic orchestrator decides to execute, execute with safeguards, escalate to a human, or block. Steps that must not be skipped stay on a controlled screen the chat hands over prefilled, and every run produces a Decision Trace showing why each AI action was allowed.
Callvu may not be needed if: The AI writes to the CIS on regulated steps only through controls the system enforces and records at every step, any case's record comes in minutes, and compliance and legal signed off in writing.
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“We have not had a major regulatory issue, and compliance has not forced a change.”
Audits are sampled and periodic, so a shutoff during a medical hold or a missed pledge can go unnoticed until a complaint brings it to the PUC. Passing a review is different from being able to prove every case on demand, and today that evidence is rebuilt by hand. Callvu enforces the rule while the work runs and produces an immutable Audit Trace for every execution, pushed to your GRC tool in real time, with policies your team reviews.
Callvu may not be needed if: You can already pull a complete step-by-step record of any case in minutes, without anyone assembling it, it has held up in a recent deep review, and compliance has documented current controls as sufficient in writing.
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“This is just the cost of operating a regulated utility.”
Unfinished work is an invisible cost line, spread across the contact center, collections, billing and field dispatch, so nobody owns the number. The Cost of Doing Nothing estimator puts a number on it in a few minutes using your own volumes.
Not yet if: Not the right time if no one in the organization owns the cost, complaint or PUC consequence of unfinished work. What moves it forward.
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“We manage this through the back office and field crews.”
The workaround works, but its cost is spread across headcount, overtime, re-keying and repeat truck rolls. Callvu removes the re-keying and the chasing: it prefills from the CIS, chases what is missing on a clock and writes the result back by API, so your team works decisions, not data entry.
Not yet if: Not the right time if the workaround is documented as permanent policy and leadership has signed off on the headcount to support it. What moves it forward.
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“Utility stacks are inherently complex.”
Callvu does not simplify or replace your CIS. It sits between the front door and your systems, reads what they already know to prefill, and writes the result back by API. The complexity stays where it is; what changes is that people stop being the integration between systems. Callvu builds the integrations to what you run.
Not yet if: Not the right time if IT leadership has frozen all new integrations with no exception path. What moves it forward.
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“We will look at this after storm season.”
Storm season is when the backlog, repeat calls and manual reconnections peak, so it is when this costs most and when the difference shows. Callvu builds the process for you, trains your team and stays through launch, so the ask on your team is small and a first process goes live in weeks, not months. One process can be scoped now with timing agreed together.
Not yet if: Not the right time if a formal change freeze covers storm season, with a fixed end date. What moves it forward.
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“Our next PUC review is a year away.”
Exposure accumulates case by case, and a complaint can open an inquiry at any time. Every shutoff, hold and arrangement between now and the review is a case you may need to prove. With Callvu the rule is enforced while the work runs and every execution produces an Audit Trace, so the evidence exists the day each case closes.
Callvu may not be needed if: You can already pull a complete step-by-step record of any case in minutes, without anyone assembling it from emails, logs or screenshots, and it has held up in a full review in the last few months.
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“This is not in this year's budget.”
The cost of this problem is already in your budget, spread across the contact center, collections, billing and field dispatch. The Cost of Doing Nothing estimator puts a number on it with your own volumes. Pricing comes after discovery and is outcome-based, so it can be sized against that number, starting with a proof of value on one process.
Not yet if: Not the right time if a hard spending freeze is in place with no exceptions. What moves it forward.
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“We could build this ourselves, on our own orchestration or integration platform.”
Connecting the systems is the smaller part. The larger part is enforcing medical hold and seasonal rules on every case, chasing agencies and doctors on a clock, checking what arrives, routing decisions, producing a Decision Trace and an Audit Trace for every run, and keeping all of it current as tariffs change. Callvu works alongside your AI and integration platform: your AI stays the front door and calls Callvu over MCP. Callvu builds it and it is live in weeks.
Callvu may not be needed if: Your own build already runs the target regulated processes end to end live, enforces every rule at every step, gives any case's record in minutes, ships rule changes in days, and compliance signed off on its records in writing.
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“Any solution has to be reviewed against our tariff and PUC rules first.”
That is how it should work. Callvu Studio comes with most regulations already loaded as policies for the verticals it serves, and your tariff rules and internal SOPs are built on top as company-level policies, enforced the same way. Your team reviews them before anything runs, and every execution produces an Audit Trace you can check against the rule. Callvu is a hosted service.
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“We are still evaluating vendors, and the options seem similar.”
Options look alike when compared on screens and connectors; the differences show under failure, under audit and over time. The criteria that separate options for a utility: does it enforce the PUC rule on every case while the work runs, write back to the CIS and billing without re-keying, produce the evidence, and how fast is it live and who builds it. Test each option on a concrete case, such as a medical hold on a request that comes through the AI at night, or an agency pledge that never arrives.
Not yet if: Not the right time if there is no decision timeline and no named owner with authority to set the criteria. What moves it forward.
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“This could add friction for customers and agents.”
Callvu removes friction first: it prefills from the CIS so the customer answers only what is missing, and it chases agencies and doctors instead of the customer. The checks run in the background. Today's friction is the request that looks done and is not, which the customer discovers on the next bill or a shutoff notice.
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“This adds risk to production and to system stability.”
Callvu sits outside your CIS, does not modify it and replaces nothing. It reads to prefill and writes back by API. One deterministic orchestrator decides the same way every time, and when a required condition is not met the run fails closed and the case goes to a person instead of writing something wrong. It is a hosted service, and an architecture and security document is available for your review.
Callvu may not be needed if: Your technical or security review found a specific gap that needs a change to Callvu's product.
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“Compliance may push back, and has not signed off yet.”
Callvu does not ask compliance to accept risk; it gives them control they do not have today. Rules are enforced while the work runs instead of checked weeks later, policies are reviewed before anything goes live, and every run produces a Decision Trace and an Audit Trace pushed to the GRC tool. The proof of value is where compliance can check this on your own process.
Not yet if: Not the right time if compliance has issued a formal written objection and the champion has accepted it. What moves it forward.
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“We need flexibility for edge cases.”
Edge cases are routed to the right person in the Decision Desk, with only the allowed choices, and the decision goes straight to the system of record. What stays fixed are the steps with a rule behind them: the medical hold check, the notice, the arrangement terms.
Callvu may not be needed if: Legal or compliance has directed that these steps stay discretionary and that enforcing them would create liability.
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“Our AI vendor's guardrails are enough.”
Guardrails filter what the AI says. They do not decide what may run against the CIS, enforce PUC rules on the request, or record why an action was allowed. Callvu sits between your AI and the CIS: six evaluator agents assess every invocation and one deterministic orchestrator decides whether to execute, execute with safeguards, escalate to a human, or block. Your AI stays where it is, and every run gets a Decision Trace your compliance team can review.
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“We would rather extend our AI agent vendor's platform.”
Keep your AI; Callvu does not replace it. Your agent calls Callvu over MCP and carries what the customer said, and Callvu decides what may run, enforces the rules and writes back to the CIS. That lets your AI handle regulated requests compliance would not approve today.
Callvu may not be needed if: Your AI agent vendor already enforces PUC rules at every step, without exception, live in production, records every action, gives any case's record in minutes, and compliance has accepted that record in writing.
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“A traditional BPM suite is already approved here.”
Compare one process, such as a payment arrangement or an assistance enrollment: how long to build it end to end, who builds it, and when it is live. Traditional BPM suites take months per process. Callvu builds it for you with PUC rules already loaded as policies, it is live in weeks, and it can sit next to what you have.
Callvu may not be needed if: A traditional BPM suite already runs the target process end to end, outside parties included, enforcing every step, giving any case's record in minutes, and shipping changes in days, not quarters.
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“This overlaps with our self-service, CIS and AI roadmap.”
Your self-service and AI own the conversation and the front door, and your CIS owns the account. Callvu runs what happens in between: it enforces the rules on the request, routes what needs a person to the Decision Desk and writes the result back, with a Decision Trace for every action. Your AI calls Callvu over MCP, which lets it take on regulated requests compliance would not approve today, so it moves the roadmap forward rather than competing with it.
Callvu may not be needed if: An executive mandate requires all execution on your own platform with no exceptions, or your AI team's own enforcement is already live, enforcing controls and recording every action at every step, with any case's record in minutes.
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“The timing is not right.”
The backlog, the manual shutoff checks, the agency pledges keyed by hand and the evidence rebuilt for every review do not pause while timing improves. The useful question is what specific constraint would need to change, such as budget, a competing initiative or a stakeholder to align.
Not yet if: Not the right time if a hard organizational freeze or constraint, such as a leadership change or board directive, is in place until a set date. What moves it forward.
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“We want to validate more before committing.”
The right place to validate is your own process. A proof of value runs one process, such as payment arrangements, with agreed success criteria and named owners.
Not yet if: Not the right time if you cannot name a specific concern or success criterion the validation would need to settle. What moves it forward.
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“This is too big a change for our agents and crews right now.”
It does not have to be a big change. Start with the single process where the pain is clearest and the team is most motivated, run it as the proof of value, and expand only on results. Callvu builds it, trains the team and stays through launch.
Not yet if: Not the right time if leadership has put all change initiatives on hold for a defined period, or the project has no executive sponsor. What moves it forward.
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“Adoption might be uneven across teams.”
With Callvu the required steps are part of the run itself, so the hold check happens whichever agent, channel or crew starts the request, and one team cannot skip what another keeps. Exceptions go to the Decision Desk with only the allowed choices. Your role shifts from policing behavior to watching one live view of what is due and stuck.
Callvu may not be needed if: A labor agreement gives staff discretion over these steps and prohibits technology-based enforcement.
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Customers
PSEG Long Island: The utilities reference customer. Customer in production: start, stop and move service, from two doors, Visual IVR and agent collaboration in the Decision Desk, with a governed handoff to an agent when a request cannot finish. Integrated with NICE CXone (formerly inContact) and live in 4 weeks. Customer story: start, stop and move service, live in 4 weeks. PSEG Long Island does not publish results. (last verified: 2026-11-06)
Callvu Studio comes with most regulations already loaded as policies for every vertical served. Company SOPs are added as company-level policies and enforced the same way.
Callvu runs a regulated process end to end, from wherever it starts to the system of record, in five moves: prefill, classify, chase and verify, decide, write back.
Six evaluator agents assess every invocation (completion risk, compliance evidence, policy interpretation, data trust, audit readiness, exception patterns), and one deterministic orchestrator decides: execute, execute with safeguards, escalate to a human, or block.
Evidence
Messaging canon v2; Studio documentation: AI Control
Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).
PSEG Long Island, which runs the electric system on Long Island for the Long Island Power Authority, is a Callvu customer in production and the utilities reference.
Callvu runs the customer's own regulated processes: any process that starts at a front door, needs data, documents, signatures or approvals, and must end correctly in a system of record. The published use cases and the process catalog at callvu.com/processes are examples, not a complete list.
Evidence
More than 1,000 processes are live across Callvu customers. Process catalog: https://callvu.com/processes