Start, stop and move service
How do we take a start, stop or move service request from Visual IVR or an agent with the account prefilled, the dates and addresses captured, and the order written to CIS and billing?
Run one request behind every door, prefilled from the account. Callvu identifies the customer, prefills the account from CIS (the premises, the services, the balance, the deposit status, the contacts), classifies the request (a start at a new premise, a stop with a final bill, a move that is both), takes the dates, the forwarding address and the final bill address on a secure screen the customer reaches from the Visual IVR or from an agent's link, checks the dates against the tariff's minimum notice and the premise's status, applies the deposit and balance transfer rules through their processes, routes an exception to the service desk in the Decision Desk with only the allowed outcomes, and writes the service orders to CIS and the billing system with the confirmation sent. Live at PSEG Long Island.
Live at PSEG Long IslandComplex: multi-party handoffsCallvu moves: prefill, classify, decide, write back
Last updated November 7, 2026.
The problem today
The customer called to move, waited eleven minutes, and the agent typed the forwarding address into the wrong field.
Start, stop and move are the most common requests a utility takes, and the costliest to take by phone. The customer waits in a queue to say a date and an address; the agent re-keys both into CIS; the forwarding address is mistyped; the final bill goes to the old premise; the new premise starts a day late because the minimum notice was missed. The call that should have been three minutes on a screen becomes a complaint.
The request has rules the tariff sets: the minimum notice for a start or a stop, the premise's status (metered, disconnected, occupied by another account), the deposit decision for a new premise, the transfer of a balance, the final bill's timing and address. The IVR can hand the customer a screen with the account prefilled; the agent can send the same link; CIS and billing take one order either way.
The request the customer finishes on their phone is the one the agent never has to type.
How it runs
From the requestto the system of record.
A customer chooses start, stop or move in the Visual IVR (which texts the link), on the website, or with an agent who sends the link or works the same screen. Callvu identifies the customer and prefills the account.
- Customer
- Confirms the account, enters the dates and the addresses, and accepts the terms on a secure screen.
- Agent
- Works the same request on a call, co-browses, and sends the link to finish.
- Service desk
- Decides exceptions in the Decision Desk.
- Callvu
- Prefills from CIS, classifies, checks the tariff rules, routes and writes.
Prefill and classify
The account is prefilled from CIS (the customer, the premises and services, the meters, the balance and the deposit, the contacts and the preferences); the request is classified as a start at a new premise, a stop with a final bill, or a move (a stop and a start in one request), and the premise is matched against the service territory and its status (active, disconnected, occupied by another account, a meter to be read).
Capture the dates and addresses
The customer enters the stop date, the start date, the forwarding address for the final bill and the new service address, with the addresses validated against the premise database and the postal reference; the dates are checked against the tariff's minimum notice and the field schedule where a visit is needed, and the customer sees what the final bill will include and when the new service begins.
Decide
A request inside the rules proceeds by rule, with the deposit decision and the balance transfer applied through their processes; an exception (a premise occupied by another account, a date inside the minimum notice, an outstanding balance the tariff requires to be settled, a premise needing a field visit or an inspection) goes to the service desk in the Decision Desk with the request and only the allowed outcomes (schedule, schedule with conditions, or decline with the reason).
Write back
The stop order, the start order and the final bill address are written to CIS and the billing system, the field order is created where a visit is needed, the customer receives the confirmation with the dates and the final bill timing, and a request that cannot finish returns to an agent through the failed request handoff with the details and the reason.
Where it ends: The request was taken once, from the IVR or the agent, prefilled from the account, checked against the tariff, and written as orders to CIS and billing with the customer confirmed. The Decision Trace shows the classification, the rule checks and any decision; the Audit Trace shows the customer's entries, the orders and the confirmation 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 texts the link; the website and the app open the same screen; the agent sends it or co-browses.
The back office
The service desk decides only exceptions; CIS and billing receive one order each.
The Decision Desk
- A premise occupied by another account, a date inside the notice, an unpaid balance the tariff requires to be settled, or a premise needing a visit goes to the service desk in the Decision Desk with the request and only schedule, schedule with conditions, or decline with the reason.
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.
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
PSEG Long Island, which runs the electric system on Long Island for the Long Island Power Authority, is a Callvu customer in production and the utilities reference.
UTL-01 · Self-asserted · verified 2026-11-06
Callvu integrates with the utility CIS and billing systems Oracle CC&B, SAP IS-U, Salesforce Energy and Utilities, Itineris, NISC and Kraken Technologies.
UTL-02 · Self-asserted · verified 2026-11-06
Questions
What buyers ask next,answered plainly.
How does the customer start from the IVR?
The Visual IVR texts a link to the request with the account prefilled; the customer enters the dates and the addresses on their phone and confirms, without waiting for an agent.
What is checked before the order is written?
The premise's status, the addresses against the premise database, the dates against the tariff's minimum notice, and the deposit and balance rules.
What if the request cannot finish?
It returns to an agent through the failed request handoff with the customer's entries and the reason it stopped, so the agent continues rather than restarts.
Related processes
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