Balto Features
Balto is an AI-powered real-time guidance platform for contact centers that helps agents say the right thing on every call.
View MoreKey Features of Balto
Balto is an AI-powered real-time guidance platform for contact centers that provides agents with live coaching and prompts during customer interactions. It uses speech recognition and AI to monitor conversations, offer relevant suggestions, ensure compliance, and enable managers to provide real-time feedback. The platform includes features for agent guidance, quality assurance, coaching, and automated notetaking to improve sales, customer service, and overall call center performance.
Real-Time Guidance: Provides agents with dynamic prompts, checklists, and suggestions during live calls to improve performance and ensure compliance.
Real-Time Coaching: Allows managers to monitor calls in real-time and provide immediate feedback to agents through a live chat feature.
Automated Quality Assurance: Automatically scores 100% of calls based on customizable criteria and provides insights on conversation quality.
Real-Time Notetaker: Uses AI to automatically generate call notes and summaries, reducing manual after-call work for agents.
Playbook Designer: Enables managers to create and distribute best practices and scripts across the entire contact center.
Use Cases of Balto
Sales Performance Improvement: Guides sales agents through objection handling and closing techniques to increase conversion rates and revenue.
Customer Experience Enhancement: Prompts customer service reps with empathy statements and product information to improve customer satisfaction.
Compliance Adherence: Ensures agents follow regulatory requirements and company policies by providing real-time compliance checks.
New Agent Onboarding: Accelerates training and reduces ramp time for new hires by providing on-the-job guidance and support.
Quality Monitoring at Scale: Enables contact centers to monitor and score all calls automatically, replacing manual sampling methods.
Pros
Improves agent performance in real-time
Increases compliance adherence and reduces risks
Scales best practices across entire contact center
Integrates with many existing contact center systems
Cons
May require time for agents to adapt to real-time prompts
Effectiveness depends on quality of configured playbooks and prompts
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