Balto
Real-time AI guidance for perfect customer conversations.
Executive Summary
Balto is a real-time AI guidance platform designed for contact center agents. It leverages artificial intelligence to analyze live conversations and provide agents with immediate, on-screen prompts, smart checklists, and coaching alerts. The platform is used by mid-market to enterprise organizations to improve sales, ensure compliance, and enhance customer satisfaction by augmenting human potential rather than replacing it, leading to more consistent and effective interactions.
Use Cases
- Improving sales conversion rates by guiding agents on objection handling and closing techniques during live calls.
- Ensuring 100% compliance with regulatory requirements and company policies across all customer interactions.
- Reducing agent ramp time and improving new hire effectiveness through continuous real-time coaching.
- Enhancing customer satisfaction (CSAT) by ensuring consistent, empathetic, and effective agent interactions.
- Automating quality assurance (QA) processes and providing data-backed coaching insights for performance improvement.
- Scaling best practices and successful conversational strategies across the entire contact center team.
Features
Visibility
- Agent Performance Dashboards: Visualize trends in agent performance, checklist adherence, and customer sentiment to identify coaching needs.
- AI-Generated Call Summaries: Provides instant post-call summaries detailing customer goals, objections, resolutions, and action items.
- Automated QA Scorecards: Automatically scores 100% of calls against configurable quality assurance rules and compliance points.
- Screen Recording: Records agent screens during calls to enhance QA, provide targeted coaching, and support dispute resolution.
- Sentiment Graph: Displays customer sentiment changes throughout a call, allowing managers to pinpoint critical moments in recordings.
Intelligence
- Real-time Guidance: Delivers live, on-screen prompts, smart checklists, and coaching alerts to agents as conversations unfold.
- Dynamic Prompts: Offers agents multiple, context-aware suggestions for handling objections or navigating complex conversations.
- Automated Notetaking: Generates call notes with a single click, significantly reducing after-call work for agents.
- AI Call Scoring: Automatically evaluates and scores every call for quality, compliance, professionalism, and knowledge.
- Playbook Designer: Enables managers to codify best practices and winning behaviors into Smart Checklists and Dynamic Prompts for team-wide deployment.
Support
- Agent Chat: Facilitates immediate agent improvement through live coaching and communication from supervisors.
- Asynchronous Coaching: Allows coaches to provide feedback and guidance directly within the agent app, streamlining the coaching process.
- Gamification: Boosts agent engagement and satisfaction through challenges, leaderboards, and badges.
- Agent Personalization: Offers agents the ability to customize their workspace with themes and accessibility options for a more delightful experience.
Technical Specifications
- Architecture
- Cloud-native SaaS
- Deployment
- Cloud/SaaS
- Authentication
- SSO, Email/Password
- API Available
- Yes
- MCP Server
- No
Infrastructure
- AWS
AI/ML Stack
- NLP
- Machine Learning
- Speech Analytics
Integrations
- Five9
- NICE
- RingCentral
- Avaya
- Genesys
Security & Compliance
Certifications: SOC 2 Type II
Encryption: AES-256 at rest, TLS 1.2 in transit
Pricing
- Model
- Custom enterprise
- Starting Price
- Contact sales
- Target Customer
- Mid-market to Enterprise
- Contract Type
- Annual
- Free Trial
- No (credit card required)
About Balto
Balto is an AI software company that provides real-time guidance and automation for contact centers. Its platform supports human agents with instant, context-aware assistance during customer interactions, aiming to enhance service quality, sales performance, and operational efficiency.