The Cost of Getting AI Wrong in Your Contact Center

Contact center leaders are rushing to add AI, because of pressure from above, promised cost savings, and promised big results.

But for most contact centers, that means patchwork pilots and vendor chaos—an AI bot here, a dashboard there, maybe a plug-in that kinda-sorta helps agents. Nothing connects. Everything is disjointed. 

It’s a familiar story: AI promises the world, but if the execution’s off, your customers feel the pain.

Even fintech giant Klarna, after replacing thousands of customer support roles with AI, is now reversing course. Citing poor service quality and customer dissatisfaction, they’re bringing humans back. The CEO put it plainly: “Most of the time, humans would rather speak to other humans.” It’s not a rejection of AI—it’s a recognition that without quality and cohesion, the cost is too high.

Customers don’t care how “innovative” your stack is. They care that your agent couldn’t answer their question. Or that you called back three days too late. Or that nobody caught the error until it went viral on Reddit.

Contact center leaders shouldn’t care about about having AI. It’s about using AI as a unified system—fast, focused, and built to move with your team.

Balto Your AI Partner for a Smarter, Unified CX

You don’t need more tools—you need one system that brings everything together. When agent assist, QA, coaching, and insights live in one system, your team works faster, smarter, and with far less friction.

Picture this:

  • Agents don’t have to guess. The information they need is served exactly when they need it.
  • Quality scoring runs automatically in the background, flagging the calls that actually need human review.
  • Supervisors coach faster, with curated calls and insights at their fingertips.
  • Leaders finally get the structured insights they need to make confident, high-stakes decisions—without chasing dashboards.

This is all achievable with Balto

Don’t Just take our word for it

“Without Balto, we’d need to hire 6 QA analysts to do what it does automatically.”

Empire Today

“We cut onboarding time in half.”

Mnet Health

“Coaching is faster. QA is faster. The whole team runs better.”

Integris Health

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Get ahead while others patch & play

Balto customers aren’t stitching systems together or waiting on dev queues. They’re moving fast and executing with clarity—while others stall in the fog.

See how top teams are using Balto.

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