Accessibility and disability service requests
How do we capture a customer's request for accessible billing, TTY, relay or other accessibility services and set it on the account so every channel honours it?
Make the request one screen and the result an account setting every system reads. Callvu identifies the customer, prefills the account and the accessibility settings already on it, presents the accessible services and formats the carrier offers in an accessible flow (large print, braille or audio bills, screen reader compatible documents, TTY and real-time text, relay service preferences, accessible customer support channels, device accessibility features, a designated contact), captures the choices and any supporting detail the service needs, applies them to the account by rule, routes a request for a service or a format the carrier does not list to the accessibility team in the Decision Desk, and writes the settings to the BSS, the system of record, and the billing system so the next bill, the next call and the next document honour them. Live at AT&T.
Live at AT&TSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The customer asked for large print bills twice, got one, and then a paper bill in standard print with a late fee.
Accessibility requests are small to record and expensive to get wrong: a bill in a format the customer cannot read, a support channel they cannot use, a device without the feature they need. The request is taken by an agent who notes it in a field nobody reads; the billing system prints what it always prints; the customer's complaint goes to the regulator, which treats accessibility seriously.
The obligations are specific: accessible customer support and documentation, bills in accessible formats on request, TTY and real-time text compatibility, relay service access, and the device and service accessibility the law requires where achievable. Each request is a setting with a consequence in a system (the bill format in billing, the contact method in the contact center, the device feature in the order), and the setting must be honoured everywhere, not noted somewhere.
An accessibility setting on the account is the carrier keeping a promise it is required to make.
How it runs
From the requestto the system of record.
A customer or their representative requests an accessibility service or format in any channel, including through a relay call or an accessible support channel. Callvu identifies them and opens the request.
- Customer or representative
- Chooses the services and formats in an accessible flow, with a designated contact where they want one.
- Accessibility team
- Decides requests the carrier's list does not cover in the Decision Desk.
- Callvu
- Prefills, presents accessibly, captures, applies by rule, routes and writes.
Prefill and present
The account and the accessibility settings already on it are prefilled; the carrier's accessible services and formats are presented in a flow that meets the accessibility standards (screen reader compatible, keyboard navigable, high contrast, plain language): bill formats (large print, braille, audio, accessible electronic), accessible documents and notices, TTY and real-time text, relay service preferences, accessible support channels and hours, device accessibility features, and a designated contact or representative.
Capture
The customer's choices and the details each needs (the address for braille bills, the relay provider preference, the representative's authorization through the authorized user process) are captured, and the customer confirms; a request for something not on the list is captured in the customer's words.
Decide
A listed service applies by rule; a request the list does not cover (a format the carrier does not produce, a device accommodation, an unusual support arrangement) goes to the accessibility team in the Decision Desk with the request and only the allowed outcomes (provide, provide an equivalent with the explanation, or escalate to the accessibility officer), within the response period the carrier commits to.
Write back
The settings are written to the BSS, the system of record, and the billing system (the bill format and delivery), the contact center's customer record (the support channel, TTY or real-time text, the representative) and the order system for device features, the customer receives the confirmation in their chosen format, and the next bill and the next contact honour the settings.
Where it ends: The customer's accessibility needs were captured once in an accessible flow and set on the account where every system reads them, with the uncommon requests decided by the accessibility team, and the next bill and contact honoured them. The Decision Trace shows the choices applied and any decision; the Audit Trace shows the request, the confirmation and each system write with time.
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 relay calls and the accessible support channels; the customer or representative chooses in an accessible flow.
The back office
The accessibility team decides only unlisted requests; billing and the contact center honour the account settings.
The Decision Desk
- A request the carrier's list does not cover goes to the accessibility team in the Decision Desk with the request in the customer's words and only provide, provide an equivalent with the explanation, or escalate to the accessibility officer.
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.
"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 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
A process can be started by the customer's server, a webhook from any system, a phone menu that texts the caller a link (Visual IVR), the Callvu AI chat, an outside AI agent over MCP, a campaign spreadsheet, a public link or an inbound email.
CAP-01 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What can the customer choose?
Bill formats (large print, braille, audio, accessible electronic), accessible documents, TTY and real-time text, relay preferences, accessible support channels, device features and a designated contact, in a flow that is itself accessible.
How is the setting honoured?
It is written to the BSS, the billing system, the contact center record and the order system, so the next bill, the next call and the next device order read it.
What about a request the carrier does not list?
The accessibility team decides within the committed period: provide it, provide an equivalent with the explanation, or escalate to the accessibility officer.
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