Failed self-service request returned to an agent
How do we return a start, stop or move request that cannot finish in self-service to an agent whose screen opens with the IVR details and the reason it stopped?
Hand the agent the request, not the customer's story. When a self-service start, stop or move cannot complete (a premise that does not match, a date the tariff refuses, a balance that blocks the start, an identity check that fails, a customer who asks for a person), Callvu classifies the stop reason, keeps the customer's entries and the IVR context, routes the request to an agent with the skill the reason needs, and opens the agent's screen with the account prefilled, the entries so far and the exception reason in plain terms, so the agent resolves the one thing that stopped it and the same request is written to CIS and billing. Live at PSEG Long Island.
Live at PSEG Long IslandComplex: multi-party handoffsCallvu moves: prefill, classify, write back
Last updated November 7, 2026.
The problem today
The customer got through the IVR, hit a wall, and started from the beginning with an agent who did not know they had been in the IVR.
Self-service works until it does not: the new address is not in the premise database, the start date is too soon, the identity check fails, the customer has a question the screen cannot answer. The customer calls, waits, and repeats everything to an agent who sees nothing of what happened in the IVR. The work done is lost; the customer's patience with it.
A failed request is an exception with a reason, and the reason determines who should handle it: a premise question goes to a service agent, a balance to a billing agent, an identity failure to a verification agent. The customer's entries are data worth keeping; the IVR context (the menu path, the time spent, the step reached) tells the agent where to pick up. The screen that opens with all of it is the difference between continuing and restarting.
A handoff that keeps the work is a handoff the customer forgives.
How it runs
From the requestto the system of record.
A start, stop or move request in the Visual IVR, the website or the app cannot complete, or the customer asks for an agent mid-request. Callvu classifies the stop and opens the handoff.
- Customer
- Is connected to an agent without repeating what they entered.
- Agent
- Opens the request with the account, the entries and the reason, resolves the exception and finishes it.
- Callvu
- Prefills the context, classifies the reason, routes by skill and writes the finished request.
Prefill the context
The customer's identity, the account prefilled from CIS, the entries made so far (the dates, the addresses, the choices), the IVR path and the step reached, and the time spent are kept on the request as it leaves self-service; nothing is discarded.
Classify the stop
The reason is classified: a premise that did not match or is occupied, a date inside the tariff's notice, a balance or a deposit that blocks the start, a failed identity check, a service that needs a field visit, a question the customer asked, or a customer who chose to speak to a person; the classification sets the skill required and the priority.
Route to the agent
The request is routed to an agent with the skill the reason needs through the contact center's queue (the customer stays on the call or is called back at their choice), and the agent's screen opens with the account, the entries, the IVR context and the exception reason in plain terms, with the one step that stopped the request highlighted and only the allowed resolutions; a reason the agent cannot resolve goes to the service desk in the Decision Desk.
Write back
The agent resolves the exception (confirms the premise, agrees a date, takes the balance through the payment process, completes the verification) and the same request continues to its end, written once to CIS and the billing system with the customer's confirmation; the handoff reason and the resolution are recorded for the self-service improvement report.
Where it ends: The customer's work in the IVR was kept, the agent opened the request where it stopped with the reason in front of them, and one request reached CIS and billing. The Decision Trace shows the stop classification, the routing and the resolution; the Audit Trace shows the self-service steps, the handoff and the agent's steps 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
The Visual IVR, the website or the app, at the moment the request stops or the customer asks for a person.
The back office
The agent continues the request from the reason; the service desk sees only what the agent cannot resolve.
The Decision Desk
- A reason the agent cannot resolve (a premise dispute, a tariff exception, an identity red flag) goes to the service desk in the Decision Desk with the request and only the allowed outcomes.
Proof
Live at PSEG Long Island.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 PSEG Long Island, a request that cannot finish goes back to an agent with the IVR details and the exception reason on the agent's screen.
UTL-04 · Self-asserted · verified 2026-11-06
PSEG Long Island runs start, stop and move service requests on Callvu, from Visual IVR or with an agent in the Decision Desk, with the account prefilled, the date rules applied and the final bill address chosen before confirmation.
UTL-03 · Self-asserted · verified 2026-11-06
PSEG Long Island went live in 4 weeks, with Callvu integrated with its NICE CXone (formerly inContact) contact center.
UTL-05 · Self-asserted · verified 2026-11-02
When a person must decide, the case goes to the right reviewer in the Decision Desk, with only the allowed choices, and the run waits for the decision.
CAP-07 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What does the agent see?
The account prefilled, every entry the customer made, the IVR path and the step reached, and the reason the request stopped in plain terms, with the one step to resolve highlighted.
Does the customer repeat anything?
No. The same request continues; the agent resolves the exception and the request is written once to CIS and billing.
Who handles which failures?
The stop reason is classified and routed by skill: a premise question to a service agent, a balance to billing, a failed identity check to verification.
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