Month: February 2026

There are two primary forms of conversational AI in insurance: autonomous conversation AI, and agent assist conversation AI.

Conversational AI in Insurance: 16 Use Cases, Benefits, and Safe Implementation

Chris Kontes

Conversational AI in insurance is transforming how insurers manage claims, service policies, support underwriting, and guide agents in real time. Rather than relying solely on traditional IVR or basic chatbots, modern insurance organizations are deploying AI-powered voice and chat systems that automate structured workflows while preserving human oversight. At Balto, we see conversational AI not…

There are two primary forms of conversational AI in insurance: autonomous conversation AI, and agent assist conversation AI.

Industry-Specific Solutions

Conversational AI in Insurance: 16 Use Cases, Benefits, and Safe Implementation

Chris Kontes

There are three primary types of voice AI agents used in contact centers today: autonomous voice AI, real-time agent assist voice AI, and hybrid voice AI. They share both similarities and differences.

AI & Automation

Top 15 Voice AI Agent Use Cases for Contact Centers in 2026

Chris Kontes

A human-in-the-loop workflow includes a trigger, an AI decision or action, a pause if risk, uncertainty, or complexity is detected, human-in-the-loop review, resumed workflow, and model training based on human input.

AI & Automation

What Is Human-in-the-Loop Automation? A Practical Guide for Contact Centers

Chris Kontes

Voicebots and Conversational IVR have various similarities and differences, as portrayed in this Venn Diagram.

AI & Automation

Voicebot vs Conversational IVR: Key Differences, Use Cases, and Risks

Chris Kontes

A chatbot is a text-based conversational tool used on digital channels like web chat or messaging apps. A voicebot interacts through spoken language on phone calls or IVR systems.

AI & Automation

Chatbot vs Voicebot: Which Is Right for Your Contact Center?

Chris Kontes