Balto AI: Real-Time Guidance for Contact Centers
Balto AI is an advanced artificial intelligence platform designed to enhance and optimize live call interactions for sales and customer service teams. Here’s a comprehensive overview of what the product does and its key features:
What Balto Does
Balto AI actively listens to phone conversations and provides real-time on-screen prompts and suggestions to agents. This guidance helps agents navigate conversations more confidently, ensuring they adhere to best practices, respond effectively to customer inquiries, and increase deal closures. The platform aims to improve customer satisfaction, increase revenue, and enhance employee satisfaction by optimizing every call.Key Features and Functionality
Real-Time Guidance
- Agent App: This component sits on the side of agents’ screens, picking up audio from conversations and providing real-time guidance. It reminds agents of the call flow and checks off items from smart checklists as they are mentioned.
- Dynamic Prompts: Automatically shows agents what to say in critical moments, such as answering questions, addressing concerns, or using effective rebuttals and de-escalation statements.
Call Analysis and Reporting
- Automated Call Analysis: Balto’s AI analyzes every conversation, generating easy-to-read reports. This allows managers to see which agents are adhering to best practices and identify behaviors that drive positive call outcomes without listening to call recordings.
- Call Scoring: Automatically scores 100% of calls based on weighted criteria, helping managers understand and fix the root causes of low call quality.
Manager Tools
- Cloud App: Managers use this to configure Balto, analyze data, and coach agents in real-time. Features include live listen capabilities, real-time transcriptions, and the ability to chat coaching recommendations directly to agents.
- Notifications & Alerts: Managers receive alerts for key moments in calls, such as positive, negative, or informative events, and can intervene with coaching recommendations in real-time.
Performance Improvement
- Win Rate Analysis: Compares the effectiveness of different phrases across all agents and automatically shows the winning phrases to all agents, enabling the scaling of successful strategies with a single button press.
- Playbook Designer: Allows the creation of best-practice industry intelligence playbooks, AI libraries, and agent-sourced content. Custom playbooks can be tailored to different scenarios and campaigns.
Compliance and Quality Assurance
- Smart Checklists: Ensures agents say compliance statements word-for-word, helping to maintain bulletproof compliance during calls.
- Quality Assurance: Monitors call quality in real-time, enabling immediate improvements and driving overall performance enhancement.
Integration and Usability
- No-Code Installation: Balto offers a quick and easy installation process, with no-code setup that can be completed in as little as 45 days.
- Multi-Device Compatibility: The integration works seamlessly across various devices, including desktop apps, web browsers, and mobile apps.
Continuous Improvement
- Continuous Loop of Improvement & Behavioral Change: Balto fosters a continuous cycle of improvement by surfacing insights, enabling one-button scaling of winning strategies, and providing real-time coaching to drive immediate agent improvement.