Billing requests and changes
How do we make billing changes such as bill cycle, paperless, bill format and billing contact once, from any channel, and write them to billing?
Treat each billing change as a prefilled instruction with its rules. Callvu identifies the customer, prefills the billing profile from the billing system (the cycle, the delivery method, the format, the billing contact, the language, the notification preferences), presents the change the customer wants with its consequence (a cycle change creates a short or long bill, paperless needs the electronic consent, a format change applies from the next bill), captures the consent where the change requires one, applies the eligibility rules, and writes the change to the billing system with the effective bill and a confirmation to the old and the new contact. Live at AT&T.
Live at AT&TSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The customer asked for paperless twice and a new bill date once, and the next bill arrived on paper, on the old date, at the old address.
Billing changes are small and constant: move the bill date, go paperless, switch the format, change who receives it. Each is taken by an agent into a different screen, or not available in the app, and the change competes with the bill run already in progress. The customer finds out on the next bill whether it worked.
The rules are simple and specific: a cycle change produces a prorated bill the customer should see before confirming; paperless requires the customer's consent to electronic delivery with the disclosures; the bill must still show the charges in the form the truth-in-billing rules require; a change of the billing contact is a security event that needs a confirmation to the old contact. The billing system is the record, and the change should land there once.
A change confirmed on the screen with its effect on the next bill is a change the customer does not call about.
How it runs
From the requestto the system of record.
A customer requests a billing change in the app, on the website, by chat, with an agent or through an AI assistant. Callvu identifies them and prefills the billing profile.
- Customer
- Chooses the change, sees its effect on the next bill, consents where required and confirms.
- Agent
- Sends the link on a call and sees the same profile.
- Callvu
- Prefills, presents the consequence, captures consent, applies the rules and writes.
Prefill the billing profile
The cycle and the next bill date, the delivery method, the format (summary or detailed), the billing contact and address, the language, the notification settings and the bill history are prefilled from the billing system, and the change types available to the account are shown.
Present the change and its consequence
For a cycle change the new bill date and the prorated short or long bill are computed and shown; for paperless the electronic delivery consent with the disclosures is presented and captured; for a format or language change the next bill it applies to is shown; for a billing contact change the verification for a contact change is applied and the effect on the autopay and the notices is shown.
Apply the rules
The eligibility rules run (a cycle change not allowed during the bill run or more than once in the policy's period, paperless requiring a valid email, a contact change requiring step-up verification); a change outside the rules is explained and, where the policy allows an exception, goes to the billing desk in the Decision Desk with only the allowed outcomes.
Write back
The change is written to the billing system with the effective bill, the consent record where one was captured, and the confirmation sent to the customer (and to the old contact where the contact changed); the next bill reflects it and the AI assistant can confirm it.
Where it ends: The customer made the billing change once, saw its effect on the next bill, consented where the rules require, and the billing system, the system of record, holds it with the confirmation sent. The Decision Trace shows the rules applied and any exception; the Audit Trace shows the request, the consent and the write.
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
The app, the website, chat, an agent with a link or an AI assistant.
The back office
The billing desk sees only exceptions; billing runs from the write.
The Decision Desk
- A change outside the eligibility rules where the policy allows an exception goes to the billing desk in the Decision Desk with the profile and only the allowed outcomes.
Proof
Live at AT&T.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.
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
"Callvu helps us transform how we connect with customers across critical touchpoints. We quickly deployed digital experiences that reduce service volume, improve customer satisfaction and automate low value service tasks. We were able to implement meaningful changes with minimal IT strain or compliance headaches." David C. Williams, AVP Automation, AT&T.
ATT-01 · Customer-attested · verified 2026-11-05
AT&T Business deployed 84+ processes in 5 weeks, with 34% higher order value.
ATT-05 · Self-asserted · verified 2026-11-05
Questions
What buyers ask next,answered plainly.
What happens when the bill date changes?
The new date and the prorated short or long bill are computed and shown before the customer confirms, and the change applies from the next bill outside the bill run.
What does paperless require?
The customer's electronic delivery consent after the disclosures, with a valid email, retained with the account.
Can an AI assistant make the change?
It can start it; the consent, the verification for a contact change and the confirmation happen on a process-controlled screen, and the write goes to the billing system once.
Related processes
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