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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Balto Introduces Real-Time Notetaker to Eliminate After-Call Work, Increase Agent Efficiency
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Balto

First-of-its-kind technology uses AI to automate tedious post-call work St. Louis – Balto, the first company to provide real-time guidance for contact centers, has announced its newest innovation to empower agents and increase efficiency: Real-Time Notetaker. Real-Time Notetaker uses an AI-powered language model to generate automatic summaries of agents’ customer conversations. Real-Time Notetaker rides along…

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    Balto Logo

    Balto Introduces Real-Time Notetaker to Eliminate After-Call Work, Increase Agent Efficiency

    Balto logo in white, dog only, surrounded by blue circle with colorful edges

    Balto

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    2023 Trends: Automation in the Healthcare Contact Center

    Maria Edington

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    What Is Conversation Intelligence Software?

    Maria Edington

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    Thumbnail for How Conversational AI Is Transforming the Agent Experience in Contact Centers

    How Conversational AI Is Transforming the Agent Experience in Contact Centers

    Maria Edington

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    Thumbnail for Will AI Replace Contact Center Agents

    Will AI Replace Contact Center Agents? 

    Maria Edington

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    Thumbnail for Tech Talk, Real-Time Redaction Keeps Personal Information Safe

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

    Maria Edington

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

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

    Maria Edington

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

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

    Maria Edington

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

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

    Maria Edington

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    Enhancing Human Communication with AI Balto Graphic

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

    Maria Edington

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    Balto AI Uncovers Opportunities for Retailers Graphic

    Ways AI Uncovers Opportunities for Retailers

    Maria Edington

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

    Balto CEO Talks About How AI is Revolutionizing Call Centers

    Maria Edington

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