AI & Automation in the Contact Center: Insights, Innovation, and Impact

Explore how AI and automation are transforming contact centers—from real-time speech analytics and agent assist tools to cutting-edge applications of generative AI and large language models (LLMs). This category features expert insights, use cases, and technology trends that help businesses elevate agent performance, optimize workflows, and enhance the customer experience. Stay ahead of the curve with practical knowledge on deploying intelligent systems that work seamlessly with human agents.

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Tech Talk: Balto’s Real-Time Redaction Keeps Personal Information Safe

Maria Edington

Over the next several weeks, Balto is giving readers a peek behind the curtain of the industry-leading AI technology that powers our real-time guidance platform. Balto’s real-time guidance technology seamlessly guides agents through conversations in collections, sales, and customer service — all use cases involving sensitive data such as names, addresses, emails, and credit card…

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AI & Automation

Tech Talk: Balto’s Real-Time Redaction Keeps Personal Information Safe

Maria Edington

Thumbnail for "Lazy AI in the Contact Center Part 3: Spotting Subpar Semantic Tech"

AI & Automation

Lazy AI in the Contact Center Part 3: Spotting Subpar Semantic Technology

Maria Edington

Thumbnail image for "Tech Talk - Rapid Model Iteration and Training with Balto AI Hub"

AI & Automation

Tech Talk: Rapid Model Iteration and Training with Balto AI Hub

Maria Edington

Thumbnail image for "Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer

AI & Automation

Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer

Maria Edington

Enhancing Human Communication with AI Balto Graphic

AI & Automation

Enhancing Human Communication with AI: How It’s Done and Why It Matters

Maria Edington

Balto AI Uncovers Opportunities for Retailers Graphic

AI & Automation

Ways AI Uncovers Opportunities for Retailers

Maria Edington

Marc Bernstein, CEO and Founder of Balto, appears on InsNerd podcast by Broker Brett

AI & Automation

Balto CEO Talks About How AI is Revolutionizing Call Centers

Maria Edington

Balto Improves Real Time Guidance With Intent Based Voice Processing Graphic

AI & Automation

Balto Improves Real-Time Guidance With Intent-Based Voice Processing

Maria Edington

Balto Becomes First to Guide 100 Million Conversations in Real-Time Graphic

AI & Automation

Balto Becomes First to Guide 100 Million Conversations in Real-Time

Maria Edington

A graphic of a human and robot shaking hands, both dressed in professional clothing.

AI & Automation

Is AI Replacing Human Jobs in Customer Service?

Maria Edington

Close-up of a human’s hand reaching to press a chatbot icon on a blue, digital sign reading, “Natural Language Processing” and “NLP”.

AI & Automation

Natural Language Processing: How Machines Are Getting Better at Human Language

Maria Edington

A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk.

AI & Automation

Using Speech Analytics for Call Coaching in Real-Time

Maria Edington

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