Service requests completed digitally

How do we move service requests from the call queue to digital self-service without losing the verification and the write-back?

Give each request the customer would have called about its own guided process, with the same identification, the same required inputs and the same write to the bank's systems an agent would perform. Callvu prefills what the bank knows, guides the customer through only what is missing, applies the rule for that request type, and completes it in the bank's systems without an agent. Live at Banca Transilvania, where self-service workflows reach a 95 percent completion rate and 73 percent of inbound call traffic moved to digital self-service.

Live at Banca TransilvaniaSimpleCallvu moves: prefill, write back

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Last updated November 6, 2026.

The problem today

The customer calls because the app cannot finish the request, and the agent finishes it by hand.

Today, without Callvu

A stop payment, a statement copy, a limit change, a card block, a standing order change, a document the bank needs back: the app shows a phone number for most of them. The customer calls. The agent identifies them, asks the same questions a form would, and keys the result into the core or sends an email to the back office to do it.

Each call costs the bank what an agent costs, and each request keyed from a call is a request that can be keyed wrong. The requests that cannot be done in the app are, almost by definition, the regulated ones: the ones with a verification step, a rule, or a disclosure.

Self-service that stops at a form does not solve this. The form collects the request and creates a ticket; the ticket is worked by hand. What the customer needed was for the request to be completed.

How it runs

From the requestto the system of record.

A customer starts the request on the web, in the app, from a link in a text or email, or by scanning a code, at the moment they would otherwise have called. Callvu identifies them and opens the guided process for that request type.

Customer: Identifies themselves, confirms the prefilled details, enters only what is missing, and acknowledges or signs where the request requires it.
Callvu: Prefills, guides, verifies, applies the rule for the request type, and writes the completed request to the bank's systems.
Contact center: Receives only the requests that fall out of self-service, with everything the customer already entered.

Identify
The customer is identified under the bank's authentication policy for the channel: an app session, a one-time code to the registered phone, or a step-up for higher-risk requests. The request does not open without it.
Prefill
Callvu reads the account and the customer's details from the core and prefills the request. A stop payment shows the recent items; a limit change shows the current limit; a statement request shows the available periods.
Guide through what is missing
The customer answers only the questions that request type needs, one screen at a time, on any phone. Validation runs on each answer, and a document, where one is needed, is captured and read on the spot.
Apply the rule for the request
Each request type carries its own rule: a stop payment on a preauthorized transfer must be received at least three business days before the scheduled date; a change that needs a disclosure shows it before the customer confirms; a request above a limit needs a person. Callvu applies the rule and shows the customer the result.
Confirm, acknowledge or sign
The customer confirms the request and, where the request type requires it, acknowledges a disclosure or signs, on a process-controlled screen with a timestamp.
Write back
The completed request is written to the bank's systems (the core, the card system, the document system) in the same step an agent would have performed, and a confirmation goes to the customer.

Where it ends: The request is completed in the bank's systems without an agent, with the identification, the inputs, any acknowledgment and the write on the record. The Decision Trace shows the rule applied; the Audit Trace shows each step. Requests that could not complete reach the contact center with everything already entered.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

US requirements shown. Banca Transilvania runs this process under national rules outside the US; Callvu loads each market's rules as policies the same way.

Reg E stop payment on preauthorized transfers (12 CFR 1005.10(c)): A consumer may stop payment of a preauthorized electronic fund transfer by notifying the bank orally or in writing at least three business days before the scheduled date of the transfer. A self-service stop payment enforces that window and records the time of the notice.
Reg E error resolution notices and disclosures (12 CFR 1005.7 and 1005.11): Where a self-service request is a notice of error on an electronic fund transfer, the bank's investigation clock starts when the notice is received; the request records that time and routes to the dispute process.
E-SIGN consent (15 USC 7001): Where a request includes a disclosure that must be in writing, electronic delivery requires the customer's consent in a way that demonstrates access, captured before the disclosure is shown.
GLBA Safeguards (12 CFR part 364 appendix B): Authentication appropriate to the risk of the request and the channel before any customer information is shown or changed.

Company policies

The request types offered in self-service, and the authentication level each requires, are set by the bank's policy and applied by Callvu.
Each request type carries the same required inputs and the same rule an agent would apply; self-service does not skip a step.
A request the rule cannot complete (outside a window, above a limit, needing a person) routes to the contact center with the customer's inputs, never to a dead end.
The bank's systems are the system of record; Callvu writes the completed request to them once.

Controls

Authentication by request risk and channel before the request opens.
Prefill from the core, so the customer confirms rather than retypes.
Field validation on every answer and document reading on capture.
The request-type rule applied before confirmation (windows, limits, disclosures).
Acknowledgment or signature on a process-controlled screen, timestamped.
Write to the bank's systems in one step, with confirmation to the customer.
Fallout routing to an agent with the inputs preserved.

Clocks and deadlines

Stop payment window (Reg E): Received at least three business days before the scheduled transfer; the request shows the customer whether the window is met.
Notice of error (Reg E): The bank's investigation clock starts when the notice is received; the time is recorded on the request.
Session and link validity: An identified session or a request link expires under the bank's policy; an incomplete request can be resumed from where it stopped.

Documents and checks

The authentication result for the session
The request as prefilled and as confirmed by the customer
Any document captured for the request and the result of reading it
The disclosure shown and the acknowledgment or signature, with timestamps
The confirmation sent after the write

In the Decision Trace

The authentication level applied and why.
The request type and the rule applied, with its result (completed, outside a window, routed to a person).
The disclosure shown, where one was required, and the consent that preceded it.
What was written to which system.

In the Audit Trace

Each screen the customer completed, with times.
Each validation result and document read.
The acknowledgment or signature event.
The write to the bank's systems and the confirmation, or the handoff to an agent with the inputs.

The handoff

Between the front doorand the back office.

The front door

The web, the app, a link in a text or email, a code at a branch or on a letter, or an AI agent over MCP. The customer starts where they would have called, and sensitive steps stay on process-controlled screens.

The back office

Nothing arrives as a ticket to be keyed. The completed request is written to the bank's systems by the process. The contact center receives only the fallout, with the customer's inputs already in the case.

The Decision Desk

A request above a limit, outside a window, or flagged by a rule goes to the right agent or back-office reviewer in the Decision Desk with the customer's inputs and only the allowed outcomes.
The customer is told the request is being handled and by when, and the reviewer is nudged until they act.

Proof

Live at Banca Transilvania.Published results only.

Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.

"Callvu helped us migrate 73% of our inbound call traffic to digital self-service." Anca Radu, Digital Project Manager, Banca Transilvania.

BNK-15 · Customer-attested · verified 2026-11-02

Banca Transilvania's self-service workflows reach a 95% completion rate.

BNK-05 · Customer-attested · verified 2026-11-02

Banca Transilvania moved more than 3M support calls to digital self-service over two years.

BNK-06 · Customer-attested · verified 2026-11-02

Banca Transilvania automated more than 100 workflows with Callvu.

BNK-04 · Customer-attested · verified 2026-11-02

Questions

What buyers ask next,answered plainly.

Is this a form that creates a ticket?

No. The request is completed in the bank's systems by the process, with the same inputs, verification and write an agent would perform. A ticket is what happens only when the rule says a person must decide.

Which requests can go to self-service?

The ones the bank's policy allows for the channel and the authentication level, each with its own guided process and rule. A request that cannot complete is handed to an agent with everything the customer already entered.

Does the customer need the app?

No. A request opens from a link in a text or email, a code, or the web, on any phone, with identification under the bank's policy for that channel.

How is a regulated step kept?

The rule for the request type runs before confirmation: the stop payment window, a required disclosure, a limit. The step is in the process, so self-service cannot skip it.

What does the bank see?

Every request with its identification, inputs, rule result, acknowledgment and write, in the Audit Trace, and the fallout with its reason.

Related processes

Address and contact information change Account servicing changes Card limit and controls change Try it in the sandbox All banking and credit unions processes

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