Language and accessibility preferences
How do we record a customer's preferred language, large print or braille bills, or a hearing or vision need so every future notice follows it?
Record the need once in the system every notice reads. Callvu identifies the customer, prefills the account and any preferences already on file from CIS, presents the options the utility offers (the languages for bills, notices and calls, large print or braille bills, the relay or text telephone service for calls, accessible formats for the website and the app, a representative to receive communications), captures the customer's choices with the disclosure of which communications each covers, routes a request for a format or a language the utility does not yet offer to the accessibility desk in the Decision Desk with the reasonable accommodation path, and writes the preferences to CIS so the billing, the notice and the outreach runs generate every communication in the recorded language and format, with the delivery recorded.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The disconnection notice was in English, the customer read only Spanish, and the commission's rules had required the Spanish version for years.
A customer who needs a bill in another language or in large print tells the utility once, on a call, and the agent makes a note. The next bill is in English in ordinary print. The notice before disconnection, the one that matters, is the same. The customer did not understand it, the shutoff happened, and the complaint to the commission names the rule the utility has had on its books all along.
The commission's rules require notices in the languages the service territory needs, the federal nondiscrimination rules require language access and effective communication for people with disabilities, the ADA requires auxiliary aids and accessible formats, and the utility's own program defines what it offers. The preference is a data point on the account that every communication run must read; stored as a note, it is read by nobody.
A preference recorded where the notice run reads it is a customer who understands the notice.
How it runs
From the requestto the system of record.
A customer states a language or accessibility need in any channel, or answers the utility's question at account opening or on the bill. Callvu identifies them and opens the preferences.
- Customer or their representative
- Chooses the language, the formats and the channels, and names a representative where wanted.
- Accessibility desk
- Decides requests the utility does not yet offer and arranges the accommodation, in the Decision Desk.
- Callvu
- Prefills, presents the options with the disclosure, captures, routes and writes.
Prefill and present
The customer is verified (with the relay or an interpreter engaged where needed) and the account and the preferences on file are prefilled from CIS; the options are presented in the customer's language: the languages available for bills, notices, calls and the website; large print, braille or audio bills; the relay or text telephone service for calls; accessible digital formats; and a representative or a third party to receive communications through the authorized contact or third-party notification processes.
Capture with the disclosure
The customer chooses, and the disclosure states which communications each preference covers (bills, regulatory notices including disconnection notices, outage and appointment messages, marketing), how calls will be handled, and that the preference can be changed at any time; a representative to receive communications is captured with the consent the rules require.
Decide
A preference the utility offers proceeds by rule; a request for a language or a format not yet offered, or an accommodation that needs arranging (an interpreter for field visits, a sign language interpreter for an in-person meeting, a format the print vendor does not produce) goes to the accessibility desk in the Decision Desk with the request and only the allowed outcomes (provide, provide an equivalent accommodation agreed with the customer, or escalate), with the customer told the timeline.
Write back
The preferences are written to CIS, the system of record, with the date and the scope, so the billing run, the notice runs (including disconnection notices), the outage and appointment messages and the outreach generate each communication in the recorded language and format and route calls through the relay where recorded; each delivery in the recorded format is logged, and a preference not honored by a run is flagged to the accessibility desk.
Where it ends: The customer's language and accessibility needs were captured once with the disclosure and written where every communication run reads them, so each bill, notice and call follows them with the delivery logged. The Decision Trace shows the choices, the disclosure and any decision; the Audit Trace shows the capture, the write and each delivery in the recorded format 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, in the customer's language and with the relay where needed; the account opening and the bill ask the question.
The back office
The billing, notice and outreach runs read CIS; the accessibility desk decides only what the utility cannot do by rule.
The Decision Desk
- A language or format not yet offered, or an accommodation that needs arranging, goes to the accessibility desk in the Decision Desk with the request and only provide, provide an agreed equivalent, or escalate, with the customer told the timeline.
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 preferences can be recorded?
The language for bills, notices, calls and the website; large print, braille or audio bills; the relay service for calls; accessible digital formats; and a representative to receive communications.
Does the disconnection notice follow the preference?
Yes. The notice runs read the preference from CIS and generate the notice in the recorded language and format, with the delivery logged, which the commission's rules may require for the notice to be valid.
What if the utility does not offer the language or format?
The accessibility desk decides an accommodation with the customer (an equivalent format, an interpreter) and tells them the timeline; the request is never refused silently.
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