Balto

Balto AI | Contact Center AI Software

Balto AI is a real-time contact center assistant designed to help agents resolve customer problems faster by providing dynamic prompts, compliance checklists, and coaching alerts during live calls. It integrates with existing CRMs and phone systems to surface relevant data and guidance, enabling agents to manage conversations more effectively, adhere to scripts, and handle objections efficiently. Balto emphasizes quick time-to-value, zero setup friction, and real-time support for agents, new hires, and teams handling complex customer interactions.

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How Balto Works

1. Real-time guidance during calls: Balto injects prompts, checklists, and coaching cues into the agent’s workflow in real time, helping them stay on-script and compliant while addressing customer needs.
2. Knowledge base integration: Agents instantly pull information from the company knowledge base, reducing search time and ensuring accurate responses.
3. Performance coaching: The platform identifies coaching moments, surfaces prep materials, and directs supervisors to relevant calls for quick feedback.
4. Quality assurance automation: Balto QA Copilot automatically scores conversations against compliance and QA criteria, surfacing trends for leadership.
5. Escalation workflow: Supervisors can be alerted and escalations routed in real time to reduce handle times and improve outcomes.

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Core Capabilities

• Real-time call guidance with dynamic prompts and compliance checklists
• Instant access to knowledge base and customer data during calls
• Real-time coaching cues and moments tailored to each agent
• AI-driven QA Copilot for automatic call scoring and compliance checks
• Automatic detection and surfacing of QA trends for leadership
• Rapid escalation and supervisor-assisted coaching workflows
• Rapidly deployable with minimal to no setup required
• Multi-language support (English, Spanish, French; more coming)
• Customizable prompts, checklists, and alerts to fit specific use cases
• Privacy-conscious design with data handling aligned to regulatory needs

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Use Cases & Industries

• Customer support centers seeking faster issue resolution and higher first-contact resolution
• Teams aiming to reduce QA costs while maintaining or improving quality
• Organizations needing real-time compliance guidance and auditing during calls
• Businesses wanting to accelerate agent ramp-up and coaching efficiency
• Enterprises integrating with CRMs like Salesforce and phone systems such as RingCentral

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Integrations

Balto integrates with popular CRMs and telephone systems to provide seamless access to customer data and context during calls. See integrations with major platforms (Salesforce, RingCentral, NICE inContact, Five9, Convoso, Genesys, and more) for smooth adoption within existing CCaaS environments.

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Safety, Privacy, and Compliance

• Real-time scrubbing of sensitive information to support privacy and regulatory requirements (e.g., PCI, HIPAA)
• Compliance alerts to ensure adherence to required protocols during calls
• Designed to minimize manual QA workload while maintaining rigorous monitoring

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Implementation & Adoption

• Designed for quick deployment with minimal technical requirements; typically a few weeks to set up end-to-end
• Supports ongoing AI-driven insights, trends, and leadership dashboards to track transformation

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Outcome Highlights

• 2x supervisor span of control through streamlined escalation and coaching workflows
• Significant QA cost reduction via automated scoring and trend insights
• Real-time guidance that helps agents resolve customer issues faster and with greater consistency

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FAQ (Brief Answers)

• What is Balto and how does it assist agents during calls? Balto is a real-time call guidance tool that provides prompts, checklists, and coaching alerts to help agents manage conversations effectively and stay compliant.
• How does Balto integrate with CRMs and phone systems? It integrates with various CRMs and phone systems to surface customer data and guidance during calls; compatibility is supported with guidance during implementation.
• Can Balto be customized for specific business needs? Yes, Balto offers extensive customization of prompts, checklists, and alerts to fit different industries and use cases.
• How does Balto protect sensitive information? Balto scrubs sensitive data in real time to support regulatory compliance and privacy.
• What languages are supported? Balto supports English, Spanish, and French, with more languages planned.

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Quick Start Summary

• Real-time prompts, coaching, and compliance guidance during calls
• Knowledge base access and data surfacing for faster resolutions
• Automated QA scoring and leadership insights
• Easy integration with existing CCaaS stacks and CRM/phone systems
• Privacy-forward design with compliance-focused features

Contact & Resources

• Solve customer problems faster with Balto’s real-time AI guidance. No manual scoring or long waits—get answers and coaching instantly.
• Learn more about Balto’s capabilities and integrations by exploring product pages, resources, and case studies.

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• Real-time call guidance with dynamic prompts and coaching alerts
• Knowledge base and CRM integration for instant data access
• Automated QA Copilot for scoring and compliance monitoring
• Supervisor escalation and coaching workflow
• Rapid deployment with minimal setup
• Multi-language support and extensive customization
• AI-driven insights and weekly executive updates