Gas leak and odor report intake
How do we classify a reported gas odor as an emergency, route it to immediate dispatch, and record the report and the response time for the pipeline safety rules?
Treat every odor report as an emergency until a qualified person says otherwise. Callvu takes the report from any channel (a call, the app, an AI assistant that hands off instantly), captures the location and the caller's situation in the first seconds (inside or outside, the strength, whether anyone is ill, whether the caller has left), classifies it as a gas emergency by rule and routes it to the gas dispatch at once with the safety script delivered to the caller (leave the building, do not operate switches, call from outside), prefills the premise and the service records for the responder, records the report time, the dispatch time, the arrival and the leak grade from the responder's device, writes the report and the response times to the CIS and the gas emergency record, and reports the times under the pipeline safety rules.
In scopeSimpleCallvu moves: classify, write back
Last updated November 7, 2026.
The problem today
The caller described a smell of gas to an AI assistant that offered to open a billing ticket.
A gas odor report is the one call where the process cannot be a queue: the caller may be standing in a kitchen with a leak. The report arrives on the general line, the web form, the app or a chat; a script asks for the account number; the ticket is typed; the dispatch happens when the ticket is picked up. The response time clock, which the regulator measures, started at the first word.
The federal pipeline safety rules require the operator to have emergency procedures for receiving, identifying and classifying leak reports and responding promptly, and the state commissions measure the response time from the report to the arrival; the operator's procedures set the safety instructions, the leak grading and the make-safe actions. Every channel must classify an odor report as an emergency in the first seconds and route it ahead of everything, with the caller told what to do.
The classification is the control, and it must be instant.
How it runs
From the requestto the system of record.
A person reports a gas odor or a suspected leak in any channel. Callvu classifies it as an emergency on the first indication and opens the report.
- Caller
- Reports the odor, receives the safety script, and gives the location and the situation in the first seconds.
- Gas dispatch and the responder
- Receive the emergency immediately, respond, grade the leak and make safe.
- Callvu
- Classifies, routes, delivers the script, prefills the premise, records the times and writes.
Classify on the first indication
Any mention of a gas smell, a hissing sound, a dead vegetation patch over a line, or a carbon monoxide alarm classifies the report as a gas emergency by rule in whatever channel it arrives; an AI assistant or a web form hands the caller to the emergency path instantly, and an agent's screen switches to the emergency script.
Route and instruct
The report is routed to the gas dispatch at once with the location (from the phone's position, the address or the caller's description) and the situation (inside or outside, the strength, people ill or at risk, whether the caller has left), and the caller is given the safety instructions: leave the building, do not use switches, phones or anything that can spark inside, do not start vehicles nearby, call back from a safe distance, and call the emergency services where people are at risk.
Prefill for the responder
The premise, the service line and meter records, the pipeline segment, the prior leak history and the customer's contact are prefilled on the responder's device with the report, and the arrival, the leak detection readings, the grade (one, two or three under the operator's procedures) and the make-safe actions are captured on site.
Write back and report
The report time, the dispatch time, the arrival time, the grade, the actions and the restoration are written to the gas emergency record and the CIS, the system of record for the premise; the response time is reported against the state's standard and the operator's procedures, and the leak is recorded for the federal leak reporting and the repair scheduling by grade.
Where it ends: The odor report was an emergency from the first second in every channel, the caller was told how to be safe, dispatch had the premise before the responder left, and the response times and the grade are on the record for the regulators. The Decision Trace shows the classification and the routing; the Audit Trace shows the report, the dispatch, the arrival and the actions 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; an AI assistant or a web form hands the caller to the emergency path instantly; the agent's screen switches to the script.
The back office
Gas dispatch receives the emergency with the premise; the regulators receive the response times from the record.
The Decision Desk
- A report with an unresolvable location, or a non-emergency classification a qualified gas supervisor must confirm (a pilot light question with no odor), goes to the gas supervisor in the Decision Desk with the record and only the allowed outcomes, while the emergency routing stands by default.
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.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What happens when someone reports a gas smell to the app or an AI assistant?
The report is classified as an emergency on the first indication and the caller is handed to the emergency path instantly with the safety script; dispatch is routed at once with the location.
What is the caller told?
To leave the building, not to use switches or anything that can spark inside, not to start vehicles nearby, to call back from a safe distance, and to call the emergency services where people are at risk.
What is recorded?
The report, dispatch and arrival times, the readings, the leak grade and the actions, written to the gas emergency record and the CIS for the state's response time standard and the federal reporting.
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