Turn Your Agents into Experts with Balto’s Real-Time Agent Assist

Real-Time Agent Assist equips agents with answers to customers’ questions in real-time, instantly pulling information from your knowledge base.

What can Balto’s real-time agent assist do for Your Contact Center?

AI Answers

Agent Assist pulls data from your knowledge base, CRM, web, and top-performers to automatically surface answers during live conversations.

AI Checklist

When a checklist item is mentioned, Agent Assist automatically checks it off. Customize it with openers, disclosures, onboarding materials, and more.

Integrated QA & Coaching

Send QA scores and coaching suggestions directly to agents right in their Balto app—making feedback timely, actionable, and impossible to miss.

Real-Time agent assist by the numbers

  • 400 M+ Calls Guided in Real-Time - Backed by experience from over 400 million guided calls, Balto’s Real-Time agent guidance powers teams across every industry and use case.
  • 500+ Positive G2 Reviews - Balto is the top-rated Real-time guidance software. Customers love our ease of use, fast ROI, and exceptional support.
  • 1 B+ Real-Time Recommendations - Balto’s Real-Time Agent Assistance has delivered over one billion real-time recommendations, powering agents on every call.

Additional Features and Benefits of Balto’s Real-Time Agent Assistance

Call Summarization AI

Live agent assist automatically summarizes conversations and syncs them to your CRM.

Coaching

AI and manager feedback goes straight to agents, so nothing is overlooked.

Best Practices

Tag your top performers — Balto identifies their responses and scales them to other agents.

Leaderboards

Launch competitions with built-in leaderboards to promote key skills and behaviors.

QA

Agents can see QA scores for recent conversations instantly, all within Real-time Agent Assist.

Compliance

Agent Assist flags compliance risks live and guides reps to resolve them in real time.

Industry Intelligence

Balto recognizes your industry’s terms and lingo from day one—thanks to AI that’s trained to perform out of the box.

Real-Time Supervisor Alerts

If something needs attention, Balto flags it live and instantly notifies a supervisor.

Comprehensive Reporting

See what’s happening on your conversations with transcripts, recordings, dashboards, and AI insights.

What is Real-Time Agent Assist?

Real-Time Agent Assist integrates with your existing tools, understands live conversations, and automatically guides agents through tricky situations—surfacing answers and delivering resources during live conversations. Supervisors gain full visibility into every call, making it easy to spot coaching moments, scale what’s working, and manage with confidence.

Real-time agent assistance – Integration capabilities with existing systems

Balto’s AI agent assist software integrates with over 50 different Contact Center Platforms. Here are some integrations:

  • RingCentral
  • Zoom Phone
  • Five9
  • Salesforce
  • Convoso
  • Genesys Cloud

Real-time Interaction Guidance Testimonials

  • Latoya W.: "This tool has been a Godsend... it keeps a checklist that I can follow easily."
  • Christian E.: "Balto makes life easy! What I love most is the real-time coaching feature... boosts my confidence and performance."
  • Kristcia M.: "I use Balto all the time. It helps with suggesting scripts and provides a checklist to ensure we don’t get lost in conversation."
  • Isaiah: "Balto is very easy to use... easy to integrate and the customer service is top notch."
  • Ana Maria M.: "Its guided scripts... helps to improve call quality."
  • Verified User: "Balto makes call reviews a breeze... analysts are provided customizable call summary information."

Live Agent Assist FAQs

  • Is real-time guidance software and agent assist the same thing? Yes.
  • What is Real-Time Agent Assist? Balto’s flagship technology providing live guidance.
  • Can Balto integrate with my existing contact center software? Yes.
  • Is Balto suitable for both inbound and outbound calls? Yes.
  • How quickly can my team implement Balto? Most customers are fully live within 45 days.
  • What kind of support does Balto offer during onboarding? Dedicated Customer Success Manager.
  • How does Balto ensure data security and compliance? Adheres to PCI, PHI, and PII standards, maintains SOC 2 certification.