Statement, letter and document requests
How do we deliver statement copies, account verification letters and tax forms on request without an agent pulling and emailing them?
Make each document type a request the customer completes themselves. Callvu identifies the customer at the level the document requires, prefills the accounts and periods available, produces the document from the system of record, delivers it in the channel the customer consented to, and logs who received what and when. An agent is involved only where the request falls outside the rules.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 6, 2026.
The problem today
The statement copy is emailed from an agent's inbox, and nobody can say who asked for it.
A customer needs a statement for a mortgage application, or a letter confirming their balance for an immigration file, or a duplicate tax form. They call. An agent finds the document, saves it, and emails it to the address the caller gave. The address is the caller's, probably. The log is the agent's sent folder.
Each document carries nonpublic personal information under GLBA, and delivering it to the wrong person is a breach. Some requests, like an account verification letter on bank letterhead, are the bank's own statement about a customer and need a control on who may issue them. A tax form reissue has its own rules on content and on when the original was due.
The volume is steady and the work is identical each time. It is the kind of request that should never reach a queue.
How it runs
From the requestto the system of record.
A customer asks for a document in the app, on the web, on a call, in a branch, or through an AI agent. Callvu identifies the customer at the level the document type requires and opens the request.
- Customer
- Chooses the document, the account and the period, confirms the delivery channel, and receives the document.
- Callvu
- Identifies, prefills the available accounts and periods, produces the document from the system of record, delivers it and logs the delivery.
Identify at the right level
A statement copy to a registered channel needs the channel's standard authentication; a verification letter or a change of delivery address needs a step-up. Callvu applies the level the bank's policy sets for the document type.
Prefill
The customer's accounts, the statement periods available, the tax forms issued, and the letter types the policy allows are prefilled from the core and the document system. The customer picks; nothing is typed.
Produce and deliver
The document is produced from the system of record (the statement archive, the core for a balance letter, the tax reporting system for a form) with the bank's template, and delivered in the channel the customer consented to: the app, secure message, email where consented, or mail. A delivery to a new address is confirmed to the registered contact first.
Write back
The request, the document, the channel, the recipient and the time are logged against the account, and any fee from the schedule is applied with the customer's consent.
Where it ends: The customer has the document in the channel they chose, and the log shows who requested it, what was produced, where it went and when. The Decision Trace shows the identification level and the rule applied; the Audit Trace shows the delivery.
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.
The handoff
Between the front doorand the back office.
The front door
Any channel, including an AI agent over MCP. Identification happens on a process-controlled screen, and the document is delivered to a consented channel, never inside a chat.
The back office
No agent pulls or emails documents. The archive and the core produce them; operations sees the log.
The Decision Desk
- A request outside the rules (a letter type that needs an officer's issue, a delivery to an unverified address, a correction to a tax form) goes to the right person in the Decision Desk with the request and only the allowed outcomes.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Questions
What buyers ask next,answered plainly.
Can a verification letter be issued in self-service?
Where the bank's policy allows that letter type: it is produced from the core on the bank's template after a step-up authentication. Letters the policy reserves for an officer route to that person in the Decision Desk.
Can the customer send it to a new email address?
Only after a confirmation to the contact the bank already holds. A document never goes to an unverified destination.
What does the log show?
Who requested the document, what was produced, the channel, the recipient and the time, on the account.
Related processes
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