Balto

Balto is a contact center AI software platform that combines agent assist, automated quality assurance, and agentic insights into a single system. It is intended for contact centers seeking to improve performance, efficiency, and compliance through AI-driven analysis and real-time support. The platform’s key capabilities include analyzing every customer interaction to surface patterns and guide business decisions; delivering AI coaching recommendations tailored to individual agent performance by linking behaviors to outcomes; equipping agents with real-time answers pulled from a knowledge base; and providing a voice AI agent called Togo that handles high-volume, repeatable calls such as scheduling and account verification. Balto also supports compliance by automatically reviewing interactions in real time to identify risks, alert supervisors, and maintain an audit trail. Additionally, it enables auto-scoring of every interaction to replace sampling with full visibility into performance. The platform is designed to work with existing systems and meet high security standards.